Technical Escalation Engineer

Join Blink, a company dedicated to empowering frontline workers with a mobile-first workplace super-app. As a Technical Escalation Engineer, you will be the key technical resource in our Product Support function, handling complex escalations, conducting root cause analysis, and partnering with engineering to improve our product. This hybrid position is based in Boston and offers a competitive salary, equity, and a range of benefits.

Responsibilities

• Acting as the single owner of technical escalations from the point they leave first line support through to resolution, keeping the ticket moving and the customer informed within our SLAs.
• Reproducing reported issues across devices, platforms and customer configurations, and narrowing vague reports into a specific, evidenced failure.

Requirements

• Working alongside the rapid response engineering team as their front line, arriving with reproduction steps, logs, affected accounts and a hypothesis rather than a forwarded ticket.