Technical Escalation Engineer

Location: Boston, Massachusetts, United States; hybrid work with at least 3 days per week in the Boston office

Salary: $110,000–$130,000 per year

Company

Builds workplace technology for mobile and frontline workers, with a workplace super-app that brings together people and information.

What you will do

• Own technical escalations from first-line support through resolution while maintaining customer communication and SLA progress.
• Reproduce intermittent issues across devices, platforms, and customer configurations, then investigate logs, monitoring data, databases, and API traffic.
• Resolve data, configuration, integration, and authentication problems using APIs and backend tooling.
• Partner with engineering by providing reproduction steps, logs, affected accounts, hypotheses, actionable bug reports, and customer-impact context.
• Verify fixes, write root-cause reports, and confirm that incidents are fully resolved.
• Build diagnostic tools, scripts, dashboards, documentation, and runbooks while improving monitoring and observability.

Requirements

• Must be able to work from the Boston office at least 3 days per week.
• Experience in technical escalation, application support, technical support engineering, software engineering, DevOps, or senior technical support within a SaaS business.
• Ability to work with terminals, logs, SQL, API requests and responses, monitoring, and observability tools.
• Understanding of web and mobile applications, APIs, authentication, integrations, background jobs, and common failure points.
• Methodical incident handling, clear technical and customer-facing writing, sound prioritization, and strong customer focus.

Nice to have

• Professional coding experience and the ability to read code to form debugging hypotheses.
• Experience debugging mobile apps, push notifications, offline synchronization, SSO, SAML, SCIM, or HR system integrations.
• Cloud infrastructure, observability, on-call rotations, post-incident reviews, or internal communications experience.
• Experience using AI tools for investigation, ticket summarization, or documentation search.
• French, German, or Spanish language skills.

Culture & Benefits

• Purpose-driven work supporting frontline and mobile workers.
• Equity allocation with potential upside.
• 20 days of leave plus public holidays and additional time off between Christmas and New Year.
• 401(k), private medical, dental, and vision insurance, and enhanced parental leave.
• Supportive environment with learning opportunities, knowledge sharing, social events, and collaborative work.