Senior Customer Support Engineer (Tier 3), Customer Escalations

📋 Description

• Own high-severity escalations from intake to resolution or handoff
• Deep-dive investigations and reproduction of hard-to-isolate bugs
• Get on calls with customers, pull logs, and communicate leading theories
• Build engineering handoff packages with reproducible cases and logs
• File and track issues for confirmed bugs, preserving context
• Monitor escalation patterns to drive product improvements

🎯 Requirements

• 4+ years in a technical support or escalation role at a SaaS or infrastructure company
• Problem-solver who enjoys untangling hard, ambiguous issues
• Comfortable owning a live, high-stakes customer call
• Hands-on networking: TCP/IP, routing, DNS, firewalls, NAT, VPNs
• Deep familiarity with overlay networking: WireGuard, UDP hole punching, STUN
• Proficiency with Go, Python, and JSON

🎁 Benefits

• Inclusive, flexible environment enabling authentic self
• Competitive total compensation with base salary and equity
• Comprehensive benefits for health, vision, dental
• Remote first company; most roles work fully remote
• Employer-funded retirement contributions up to 0.75%
• Build-your-own home office with equipment stipend