Escalation Engineer

Summary

Join Veza as an Escalation Engineer and bridge the gap between the support and engineering teams. You will investigate and resolve complex technical issues in customer escalations, providing technical support and implementing quick bug fixes. This role requires a strong understanding of Veza's products and technologies, excellent communication skills, and a Bachelor's degree in computer science or a related field with 5+ years of experience. You will also develop tools to streamline the escalation process and collaborate with the engineering team to enhance product quality. The position offers a competitive benefits package including equity, and base pay will be discussed with the recruiter.

Requirements

• Bachelor's degree in computer science or a related field
• 5+ years of experience in technical support or customer escalations
• Strong understanding of the company's products and technologies
• Excellent communication and problem-solving skills
• Ability to work independently and as part of a team
• Strong analytical and critical thinking skills

Responsibilities

• Serve as a bridge between the support team and the core engineering team
• Investigate and resolve complex technical issues in customer escalations
• Provide technical support to customers
• Triage escalated issues and implement quick bug fixes after reviewing the code base
• Develop tools and processes to streamline the escalation process and improve triaging efficiency
• Work with the engineering team to improve product quality and reliability

Benefits

• Equity
• Competitive benefits package