Support Escalations Engineer

Details

• Own escalated support from L1: investigate, reproduce, and resolve complex technical issues before they ever need to reach an engineer.
• Debug hard problems — read logs, trace execution, reproduce issues locally, and get to root cause. Use modern tools (including AI agents where helpful) to accelerate investigation.
• Write clear, well-documented Linear tickets when bugs need engineering attention: repro steps, impact, hypothesis, everything an engineer needs to jump in without context.
• Communicate directly with users throughout an investigation — setting expectations, sharing findings, and closing the loop.
• Spot patterns across tickets and bring them to product discussions — recurring issues are product signals.
• Contribute to internal debugging tooling, including APIs, dashboards, triage AI agents or similar.
• Improve internal and public-facing documentation based on what you learn every day.
• Experience in a customer-facing technical role — support engineering, solutions engineering, or similar.
• 2–4 years of software engineering experience — you've written production code and you're comfortable reading someone else's. Preferably in TypeScript or Golang.
• SQL experience and strong debugging instincts: you know how to work backwards from a symptom to a cause, and you don't give up when something doesn't reproduce cleanly.
• Outstanding written communication — you can write a crisp customer reply and a precise bug report, and those are different skills.
• Deep empathy for developers. You know what it feels like to be blocked, and you take that seriously.
• You find broken things interesting, not frustrating.
• Knowledge and experience with queueing systems.
• Familiarity with observability tooling (Datadog, Sentry, etc.).
• Familiarity with Postgres, ClickHouse, or similar systems.
• You've used Inngest.
• First week: You'll learn how we work and dive into the product. You'll shadow the existing L1 and L2 support rotation, get access to our tooling (Plain, Linear, logs), and start building a mental model of how things break. You’ll also make at least one small, targeted contribution to the codebase to improve debuggability.
• By day 30: You'll be handling escalated tickets end-to-end — owning the investigation, the customer communication, and the handoff to engineering. You'll have filed your first real bug tickets and probably found a few things worth fixing yourself.
• By day 90: You'll have a point of view on where our biggest recurring pain points are, and you'll have brought that to the team. You'll have contributed to at least one improvement — whether that's documentation, a runbook, or a sharper view in the admin UI that makes the next investigation faster. And you'll be the person engineers trust to hand off a fully-investigated, well-scoped bug.
• Support: Plain and Slack.
• SDKs: TypeScript, Go, Python, Kotlin
• Backend: Go, Postgres, Redis, FoundationDB, Clickhouse, PubSub/Kafka, k8s
• APIs: gRPC internally, GraphQL and REST APIs for UI
• Hosted on AWS, GCP and Bare Metal
• Github, Linear, Notion