Escalation Engineer (Ref#IM0426)

Troubleshooting and Support

Coordinate with engineering and product teams to address customer-facing escalations and systemic issues. Troubleshoot, debug, and resolve advanced software and infrastructure issues in production systems.

Support Tools and Documentation

Design and implement diagnostic procedures to reproduce, analyze, and resolve high-priority issues. Create and maintain detailed knowledge-base articles and support documentation. Develop tools, scripts, and documentation to enhance internal support workflows and reduce time-to-resolution.

Technical Communication

Communicate technical findings and updates clearly to customers and internal stakeholders.

Technical Expertise

• Backend experience with C#, .NET Core/MVC, and Python
• Frontend experience with React and JavaScript; SQL Server (T-SQL, JSON)
• Experience working with Azure and/or AWS services
• Experience with API design, specifically RESTful and Webhooks services

Work Environment

Telecommuting within the area of intended employment 1 day/week. In-office 4 days a week.

Company Culture and Benefits

We're an In-Office first organization requiring our teams to be at our Chicago office 4 days a week. We offer a generous compensation package including:

• Competitive Salary
• Medical, dental, and vision insurance coverage
• PTO
• 401K Plan + Matching
• Continuing education, mentoring, and career development opportunities