Escalation Engineer

Cockroach Labs

. Provide advanced support to customers and front-line technical support engineers .

Posted 11/12/2026full-timeRemote • United StatesSeniorLead💰 $130,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Technical Support with a strong focus on troubleshooting complex issues, utilizing AI tools for diagnostics, and maintaining effective communication with customers. Capable of mentoring junior staff and contributing to process improvements to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

7+ Years Technical Support ExperienceSQL ProficiencyDistributed Systems KnowledgeAI Tools UtilizationStrong Troubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLTroubleshootingRoot Cause AnalysisAI ToolsLinuxSoftware Development UnderstandingProcess ImprovementDocumentationCustomer AdvocacyOnboarding Assistance

Soft Skills

Excellent CommunicationCustomer-First ApproachAnalytical ThinkingMentoringProfessional Polish

Tools & Technologies

CRMSlackRemote Access ToolsVideo Chat ToolsAI-Assisted Tooling

Industry Keywords

Technical SupportEnterprise Applications24x7x365 EnvironmentFortune 500 CustomersOn-Call Rotation

Tech Stack

Tools & technologies

Distributed SystemsLinuxSQL

About the role

Key responsibilities & impact

Provide advanced support to customers and front-line technical support engineers
Diagnose, troubleshoot, and resolve complex issues via CRM, Slack, video chat, and/or remote access
Act as escalation point for tickets without a clear path to resolution
Identify tickets or accounts requiring additional support and proactively course correct
Use AI-assisted tooling for log and debug-bundle analysis, reproduction scaffolding, and code reading; verify outputs
Contribute to process, tooling, and observability improvements to reduce escalations and resolution time
Share effective AI workflows and help engineers verify AI output
Train and mentor junior support staff
Maintain detailed documentation of cases, findings, steps taken, and proposed solutions
Advocate for customers within the organization
Participate in on-call and shift rotations using follow-the-sun case transfers
Stay current on supported products, technologies, and best practices
Assist customers directly during onboarding and eventually manage most customer issues

Requirements

What you’ll need

7+ years of experience working in Technical Support or a similar technical role at a software company
Strong knowledge of databases and ability to read and write SQL
Knowledge of distributed systems and Linux
Understanding of software development
Strong troubleshooting and analytical skills, including root cause analysis, in a global 24x7x365 environment
Experience using AI tools to troubleshoot and diagnose technical issues
Understanding of AI tools' common failure modes and ability to verify their output
Customer-first approach to critical thinking
Excellent written and verbal communication for technical and non-technical audiences
Passion for working with users directly
Professional polish when working with Fortune 500 enterprise customers
Familiarity with, or willingness to learn, technologies behind enterprise applications
Ability to participate in a weekend on-call rotation
Must be located in the Pacific or Mountain time zone

Benefits

Comp & perks

Stock Options
Medical Insurance
Vision Insurance
Dental Insurance
Life and Disability Insurance
Professional Development Funds
Flexible Time Off
Paid Holidays
Paid Sick Days
Paid Parental Leave
Retirement Benefits
Mental Wellbeing Benefits
401(k) contribution match in the U.S.