Technical Escalations Engineer 2 (Agent) - Dublin

📋 Description

• Develop deep technical expertise; keep learning as the product evolves.
• Investigate complex escalations, lead high-stakes calls, drive urgent solutions.
• Run office hours and learning sessions; mentor the Global Support Engineering team.
• Partner with Engineering and Product to identify gaps and drive improvements.
• Become the go-to Agent expert, mastering tech and customer experience.
• Triage and resolve complex Agent escalations across deployment, configs, and telemetry.

🎯 Requirements

• Self-driven problem solver with obsession for excellence; thrives in ambiguity.
• Strategic, client-centric thinker; balances customer impact with feasibility.
• Independent, fast learner; adapts to evolving priorities and tech.
• Expert across Linux, Windows, macOS; strong system troubleshooting.
• Hands-on with CLIs, APIs, and YAML/JSON; guides others to best practices.
• Comfortable with Docker/Kubernetes; scripting with Python/Go/Bash.

🎁 Benefits

• Generous and competitive benefits.
• New hire stock equity (RSUs) and employee stock purchase plan.
• Continuous career development and pathing opportunities.
• Product training to develop in-depth understanding of our product and space.
• Best-in-breed onboarding.
• Internal mentor and buddy program cross-departmentally.