Principal Escalation Engineer (Shift: Mon - Fri, 9:00 AM to 6:00 PM PST)

📋 Description

• Lead High-Stakes Resolutions: Resolve complex, multi-dimensional technical escalations involving
• Bridge the Engineering Gap: Collaborate directly with Engineering teams to triage defects, share
• Cultivate Technical Excellence: Act as a Subject Matter Expert (SME) by creating internal and
• Own the Customer Experience: Proactively manage multiple high-severity projects simultaneously
• Drive Operational Readiness: Participate in on-call rotations, including weekends and holidays as

🎯 Requirements

• Minimum four years experience in a customer-facing or technical support role.
• Expert-level ability to diagnose and resolve issues across complex multi-platform environments
• Specialized proficiency in Active Cluster and core technologies such as Performance, asynchronous
• Proven track record of leading large, multi-participant customer calls and managing executive-level
• Demonstrated ability to build strong cross-departmental networks and a passion for teaching others
• Bachelor's Degree in lieu of experience.

🎁 Benefits

• Innovation: We celebrate those who think critically, like a challenge, and aspire to be
• Growth: We give you the space and support to grow along with us and to contribute to something
• Team: We build each other up and set aside ego for the greater good.
• Flexible time off, wellness resources, and company-sponsored team events.