Senior Customer Support Engineer (Tier 3), Customer Escalations

📋 Description

• Own high-severity escalations from intake to resolution or handoff.
• Deep-dive investigations and reproduce hard-to-isolate bugs.
• Lead live customer calls, pull logs, and share theories.
• Create engineering handoff packages with reproducible cases and logs.
• Track issues with context for engineering teams.
• Identify patterns to drive product improvements and runbooks.

🎯 Requirements

• 4+ years in a technical support or escalation role at a SaaS or infrastructure company.
• Strong problem-solver who handles ambiguous issues.
• Confident in owning a live, high-stakes customer call under pressure.
• Hands-on networking experience: TCP/IP, routing, DNS, firewalls, NAT, VPNs.
• Deep knowledge of overlay networking: WireGuard, UDP hole punching, STUN.
• Proficiency with Go, Python, and JSON.

🎁 Benefits

• Inclusive, flexible environment.
• Competitive compensation plus equity and incentives.
• Remote-first with occasional in-office collaboration as needed.
• Employer-funded retirement contributions; match up to 0.75%.
• Professional development; $1500 USD annually.