Senior Escalation Engineer

4+ years of experience in technical escalation or support engineering Troubleshoot complex distributed systems and APIs Proficient with SQL, Kubernetes, and Grafana Drive process improvements and SLA performance Superior communication skills for complex technical findings Build strong relationships with technical teams at enterprise-level partners Understand FinTech concepts, API-driven financial platforms, and ITIL concepts Work in an APAC shift region, starting at 5:00 PM EST

Proactively engage with enterprise customers for hands-on troubleshooting of critical technical issues Lead investigations into recurring technical issues by collaborating with Support, Product, and Engineering teams Audit escalation workflows and improve via code, tooling, and training Create and manage internal knowledge bases, runbooks, and troubleshooting guides