Senior Customer Support Engineer (Tier 3), Customer Escalations

📋 Description

• Own high-severity post-sales escalations from intake to resolution or handoff.
• On calls with customers, pull logs, and discuss leading theories.
• Build engineering handoff packages with reproducible case, log evidence, version matrix, and scope.
• File and track issues for confirmed bugs, preserving customer context.
• Monitor escalation patterns to catch recurring issues and drive improvements.
• Partner with Support, CSE, and Product/Eng within this team's scope.

🎯 Requirements

• 4+ years in a technical support or escalation role at SaaS or infra with ownership of escalated/enterprise-tier accounts.
• A genuine problem-solver who untangles hard, ambiguous issues.
• Comfortable owning a live, high-stakes customer call; calm, builds trust, communicates clearly under pressure.
• Hands-on networking in production or homelab: TCP/IP, routing, DNS, firewalls, NAT, VPNs, load balancers.
• Deep familiarity with overlay networking concepts — WireGuard, UDP hole punching, STUN — and similar VPNs.
• Code-level debugging: read Go code, reason about goroutines/locks/channels, read pprof CPU/heap.

🎁 Benefits

• Inclusive, flexible environment where you can be your authentic self.
• Competitive compensation with base salary, equity, and commission.
• Comprehensive benefits with health, vision, dental, and more for you and your family.
• Remote-first company; most teams work fully remotely.
• Employer-matched retirement contributions up to 0.75% of eligible compensation.
• Company retreats and distributed collaboration across Canada, the U.S., the U.K., and Singapore.