Technical Escalation Engineer

Blink - The Frontline Experts

. Own technical escalations from first-line support through resolution while maintaining SLAs and customer communication .

Posted 10/14/2026full-timeBoston • Massachusetts • United StatesMid-LevelSenior💰 $110,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical escalation management, incident resolution, and customer communication within a SaaS environment. Proficient in utilizing APIs, observability tooling, and diagnostic scripting to enhance support processes and improve customer satisfaction.

Highest-signal resume keywords

Technical Escalation ManagementAPI Integration and TroubleshootingObservability Tooling ExperienceCustomer-Centric CommunicationSQL and Data Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical EscalationApplication SupportAPI Requests and ResponsesSQLDebugging Mobile AppsSSOSAMLSCIMCloud InfrastructureObservability Tooling

Soft Skills

Methodical Approach Under PressureClear Technical WritingCustomer-Centric ApproachIndependent WorkPrioritization Skills

Tools & Technologies

Monitoring ToolingDiagnostic ToolingRunbooksTerminalAI Tools for Investigation

Industry Keywords

SaaSIncident Severity AssessmentRoot-Cause AnalysisCustomer SuccessAsynchronous Collaboration

Tech Stack

Tools & technologies

CloudSQL

About the role

Key responsibilities & impact

Own technical escalations from first-line support through resolution while maintaining SLAs and customer communication
Assess incident severity and impact and prioritise appropriately
Lead communications during live incidents for Support, Customer Success, and internal stakeholders
Hold responsible teams accountable and close the loop with customers
Reproduce issues across devices, platforms, and customer configurations
Investigate logs, monitoring, observability tooling, databases, and API traffic
Resolve issues independently using APIs and back-end tooling to correct data and configurations
Investigate SSO, user provisioning, HR syncs, webhooks, and third-party API problems
Produce root-cause analyses for customers and engineering
Partner with rapid-response engineering by providing reproduction steps, logs, affected accounts, and hypotheses
Create actionable bug tickets and represent customer impact in prioritisation
Verify fixes before and after release
Feed recurring failure patterns into product and engineering planning
Build diagnostic tooling, scripts, dashboards, and runbooks
Upskill Product Support Specialists through documentation, walkthroughs, and pairing
Improve alerting and monitoring and identify observability gaps

Requirements

What you’ll need

Must be able to work from the Boston office at least 3 days a week
Experience in technical escalation, escalation engineering, application support, or technical support engineering in a SaaS business; or experience from software engineering, DevOps, or senior technical support
Comfortable using a terminal, logs, data, SQL, API requests and responses, and monitoring or observability tooling
Understanding of APIs, authentication, integrations, background jobs, and modern web and mobile applications
Methodical approach under pressure and ability to communicate updates
Clear technical and customer-facing writing
Ability to assess when to investigate further and when to escalate
Customer-centric approach
Ability to work independently and prioritise competing urgent work
Helpful: professional coding experience
Helpful: ability to read code and form hypotheses
Helpful: experience debugging mobile apps, push notifications, or offline sync
Helpful: experience with SSO, SAML, SCIM, or HR system integrations
Helpful: cloud infrastructure and observability tooling experience
Helpful: on-call or post-incident review experience
Helpful: use of AI tools for investigation, ticket summarisation, or documentation search
Helpful: knowledge of internal communications or intranet tools
Helpful: international team and asynchronous collaboration experience
French, German, or Spanish is helpful

Benefits

Comp & perks

Competitive salary
Generous equity allocations with significant upside potential
20 day's leave + public holidays
401(k) plan
Private medical, dental, and vision coverage
Enhanced parental leave
Additional time off between Christmas and New Year
Growth and learning opportunities in a supportive environment
Social events (lunches, breakfasts, nights out)