Blink - The Frontline Experts razvija programsko opremo za izkušnjo zaposlenih, zasnovano predvsem za mobilne naprave, za organizacije z ekipami na prvi liniji. Njena platforma združuje interno komuniciranje, digitalni dostop, zavzetost zaposlenih, sodelovanje in analitiko delovne sile v enem varnem okolju ter delodajalcem pomaga povezovati zaposlene brez stalnega delovnega mesta v pisarni v sektorjih, kot so zdravstvo, logistika, proizvodnja, promet in maloprodaja. Tehnologija podjetja za komuniciranje z zaposlenimi je zasnovana za večjo zavzetost, zadržanje zaposlenih in vsakodnevno produktivnost, podjetje pa je na platformi Gartner Peer Insights prepoznano po svojem delu na področju komunikacije z zaposlenimi.
Technical Escalation Engineer
Resolve complex SaaS issues across Blink’s mobile workforce platform, including bugs, integrations, and data problems. Connect Product Support and Engineering through root-cause analysis, incident coordination, and diagnostic tools.
Opis
- Manage technical escalations from initial support through resolution, meeting SLAs and keeping customers informed.
- Assess incident severity and impact, then set investigation priorities.
- Coordinate live incident updates for Support, Customer Success, and internal stakeholders.
- Keep responsible teams accountable and ensure customers receive a clear resolution.
- Reproduce issues across devices, platforms, and customer configurations.
- Investigate logs, monitoring and observability tools, databases, and API traffic.
- Use APIs and back-end tools to independently correct data and configuration issues.
- Troubleshoot SSO, user provisioning, HR syncs, webhooks, and third-party API issues.
- Prepare root-cause analyses for customers and engineering teams.
- Support rapid-response engineers with reproduction steps, logs, affected accounts, and hypotheses.
- Write actionable bug tickets and bring customer impact into prioritization decisions.
- Check fixes before and after release.
- Bring recurring failure patterns into product and engineering planning.
- Develop diagnostic tools, scripts, dashboards, and runbooks.
- Help Product Support Specialists build skills through documentation, walkthroughs, and pairing.
- Improve alerting and monitoring, and identify gaps in observability.
Zahteve
- Able to work from the Boston office at least three days per week.
- Experience in technical escalation, escalation engineering, application support, or technical support engineering at a SaaS company, or a background in software engineering, DevOps, or senior technical support.
- Comfort using a terminal, logs, data, SQL, API requests and responses, and monitoring or observability tools.
- Understanding of APIs, authentication, integrations, background jobs, and modern web and mobile applications.
- Methodical under pressure and able to communicate progress updates.
- Strong technical and customer-facing writing skills.
- Able to judge when to investigate further and when to escalate.
- Customer-focused approach.
- Able to work independently and prioritize competing urgent tasks.
- Helpful: professional coding experience.
- Helpful: ability to read code and develop hypotheses.
- Helpful: experience debugging mobile apps, push notifications, or offline sync.
- Helpful: experience with SSO, SAML, SCIM, or HR system integrations.
- Helpful: experience with cloud infrastructure and observability tools.
- Helpful: on-call or post-incident review experience.
- Helpful: experience using AI tools for investigation, ticket summaries, or documentation search.
- Helpful: knowledge of internal communications or intranet tools.
- Helpful: experience collaborating asynchronously with international teams.
- French, German, or Spanish language skills are helpful.
Ugodnosti
- Competitive salary.
- Generous equity allocations with significant upside potential.
- 20 days of annual leave plus public holidays.
- 401(k) plan.
- Private medical, dental, and vision coverage.
- Enhanced parental leave.
- Additional time off between Christmas and New Year.
- Growth and learning opportunities in a supportive environment.
- Social events, including lunches, breakfasts, and nights out.