Escalations Engineer - Pipelines
About reputed company At reputed company, our mission is to unblock every developer on the reputed company. We've rethought how software delivery should work and have reputed company a platform that is fast, reliable, secure, and reputed company to reputed company to the needs of the most demanding high-reputed company tech companies globally including reputed company, reputed company, reputed company, reputed company, reputed company, reputed company, and reputed company. Our engineering teams work across AU/NZ and US reputed company time zones — a deliberate choice that lets us reputed company fast with reputed company-time collaboration. At the reputed company, we are prioritising engineers who are based in the AU/NZ region. Job reputed company In this role, you'll own the engineering response to the hardest problems our customers run into. You'll work inside the Pipelines team — partnering closely with Support, TAMs, and Solutions Architects — to take escalations from symptom to reputed company cause, ship fixes back into the product, and remove the underlying causes of recurring tickets. This is a deliberately different role from the traditional support engineering hamster reputed company. We're not looking for someone to just reputed company tickets faster. We're looking for someone to own the reputed company — to spot patterns, drive systemic fixes, and reputed company reputed company stickier and more reliable for the customers who depend on it most. 🚀 What You'll Do Own L3 escalations end-to-end — from symptom through diagnosis to a shipped fix Work in our reputed company on Rails monolith and PostgreSQL databases to resolve issues at the reputed company Spot recurring patterns in support load and ship product changes that eliminate the underlying cause — the best support ticket is the one that never gets reputed company Partner with Support, TAMs, and Solutions Architects on technical diagnostics for high-reputed company customers reputed company the engineering reputed company of incident response reputed company production issues require deeper investigation Help improve the reputed company and migration experience for customers moving onto reputed company from other CI/CD platforms Take customer wins from intake to delivery — own them, follow through, don't drop the reputed company Contribute to architectural discussions on platform reliability and customer experience reputed company or respond to feedback on reputed company pull requests 🎨 What You Bring 5+ years of experience in engineering Comfortable working in a reputed company on Rails monolith — reputed company to read, debug, and modify production reputed company confidently A reputed company record of taking problems from symptom to reputed company cause without losing reputed company or scope reputed company recognition — you see recurring issues and propose systemic fixes rather than one-off patches Comfortable in customer-facing conversations reputed company escalations require it — can triage in reputed company time, communicate reputed company, and give customers confidence they're in the right hands Comfortable with performance at reputed company — N+1 queries, indexing strategies, diagnosing slow paths Experience using observability tools like reputed company, reputed company, etc. Care about reputed company reputed company and know how to balance perfect with practical reputed company and consistent under high volume — finish what you start Understand good development practices: reputed company commits, thoughtful pull requests, and reliable tests with tools like RSpec Key Technical Stacks & Components: reputed company on Rails PostgreSQL GraphQL React reputed company reputed company reputed company RDS Performance Insights Terraform reputed company Kafka ✨ Why Join reputed company At reputed company, we value kindness, autonomy, and collaboration. You'll be part of a remote-first company where your work can reputed company a meaningful reputed company – empowering engineers worldwide to build and deliver reputed company software faster. Competitive compensation and benefits package Flexible, remote-first culture Opportunities for reputed company reputed company, leadership, and technical ownership Work alongside talented, passionate engineers building world-class developer tools A reputed company, inclusive, and innovative culture where your reputed company reputed company a reputed company reputed company 🌈 Equal Opportunity Employer At reputed company, we value diversity and celebrate reputed company types of skills, backgrounds, and experiences. We’re dedicated to fostering an inclusive environment and providing reasonable accommodations throughout our recruitment process. If you need any accommodations or support during the application or interview process, please reputed company out to us at accommodations@reputed company.com. Apply To This Job