As a Senior Support Engineer, you will be responsible for handling advanced technical escalations, monitoring system health, and supporting software releases. This role requires strong technical expertise, system architecture knowledge, and an ability to manage dependencies across multiple teams. You will serve as a critical point of contact for incident resolution and release execution, ensuring system stability and seamless software deployments.
As an Escalation Manager, you will be responsible for managing and resolving high-priority technical issues that require coordination across multiple teams. This role demands strong problem-solving skills, cross-functional collaboration, and the ability to handle high-pressure situations effectively. You will serve as the main escalation point for critical incidents and ensure timely resolution while improving escalation processes.
You will report directly to the QA Manager!
What You'll Do:
- Senior Support Engineer (70%):
- Provide Tier 2 technical support, addressing complex technical issues beyond the scope of support.
- Monitor system health, proactively identifying and resolving performance issues or failures.
- Document system architecture, create technical guidelines, and contribute to process improvement initiatives.
- Configure, maintain, and enhance DevOps pipelines and environments (CI/CD, monitoring, logging).
- Support release management by planning, executing, and monitoring software rollouts.
- Ensure rollback procedures are in place and executed if necessary during software deployments.
- Continuously enhance system monitoring strategies to improve response times and incident resolution.
- Develop a deep understanding of the e-commerce system to act as a key knowledge source for field teams.
- Create and refine training materials, conducting knowledge-sharing sessions to improve team expertise.
- Document and optimize operational processes, playbooks, and best practices for consistent issue handling.
- Escalation Manager (30%):
- Act as the primary escalation point for unresolved technical issues from Tier 2 support.
- Work closely with internal teams such as Customer Success, Sales, and R&D to coordinate issue resolution.
- Define and optimize escalation workflows to improve response times and incident management efficiency.
- Ensure clear and timely communication between support teams and stakeholders during critical incidents.
- Lead root cause analysis (RCA) investigations and work with engineering teams to implement long-term solutions.
- Document issues and collaborate with the product team to drive enhancements and fixes.
- Establish and track key performance metrics (SLA, response time, resolution time) to measure escalation process effectiveness.
- Provide training and guidance to support teams to improve issue resolution at lower support tiers. Prepare post-incident reports and coordinate feedback loops for continuous improvement.
What You Bring:
- 5+ years of experience in technical support, DevOps, QA, or SRE
- Strong understanding of system architecture, CI/CD, and system monitoring tools
- Experience with cloud platforms (AWS, Azure)
- Proficiency in automation tools and scripting (Python, PowerShell, Bash)
- Knowledge of ITIL, incident management, and SRE best practices
- Excellent communication skills and ability to handle pressure
- Strong problem-solving skills with a proactive mindset
- Experience in a technical role (engineering, technical support)
- Experience in Release Management or Project Management
- Experience mentoring or managing teams
- Familiarity with SLA and KPI management for service reliability
- Ability to understand and solve technical issues with a little guidance
- Experience working with MongoDB, DataDog, Jira and/or Slack would be a big plus
- Experience with HubSpot for managing customer interactions and support processes
- Patient and detail-oriented with a customer-focused, positive attitude
- English proficiency at B2+ level; Spanish is a plus
- Previous experience working with restaurant industry customers, both restaurants and their diners
- You have a(n):
- Private working space with a steady internet connection
- Computer or laptop
- Keyboard and mouse, working webcam and headset with a microphone
- Primary 24” computer monitor
- Additional 24” computer monitor (preferred)
What We Offer:
- Strong & Competitive Compensation Package
- Flexible Work Environment
- 10 Paid Personal/Vacation Days
- 5 Paid Sick Days
- Monthly Wellness Stipend
- Quarterly Team Dinners & Events!
- The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!
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