Escalation Engineer (CDN Developer Platform)

TL;DR

Escalation Engineer (CDN, Developer Platform): Resolving the most complex customer escalations through deep technical investigations across the full technology stack and proactive collaboration with Technical Support Engineers. Focus on advanced troubleshooting, root cause analysis, defect reproduction, and empowering the support organization.

Location: Hybrid, Austin, TX. Must be authorized to work in the US.

Company

hirify.global is a large-scale technology company running one of the world's largest networks, helping build a better and more secure Internet.

What you will do

• Investigate and resolve complex, high-impact customer issues, performing deep-dive debugging across the full technology stack.
• Manage the escalation lifecycle from intake to closure, partnering with Product and Engineering teams for bug fixes and workarounds.
• Proactively collaborate with Technical Support Engineers, providing real-time guidance and mentoring.
• Document new findings, diagnostic steps, and resolutions in internal knowledge bases.
• Stay current with new product releases and architecture changes, serving as a subject matter expert in one or more technical domains.
• Provide coverage, including shift rotation that may involve weekends and Pacific Time hours.

Requirements

• Minimum of 3 years’ hands-on experience supporting or engineering Application/Developer focused products, with expertise in advanced application troubleshooting using profiling and tracing tools.
• In-depth understanding of HTTP/S, RESTful APIs, web frameworks, and both front-end (browser rendering, DOM manipulation) and back-end (server-side architecture, database interactions, API performance) performance.
• Proficiency with developer tools (Chrome DevTools, curl, IDE debuggers, Linux command line tools) and the ability to analyze data using Grafana, Kibana, and SQL.
• Experience with cloud-native architectures, containerization (Docker, Kubernetes), serverless functions, and observability tools (Sentry, Prometheus, Grafana, ELK stack, Jaeger).
• Familiarity with security principles (OWASP Top 10), secure coding practices, API security, and an appreciation for developer workflows and API documentation.
• Excellent verbal and written communication skills to convey technical information clearly to diverse audiences, and expertise in troubleshooting L7 (DNS, HTTP) and L3/L4 network infrastructure.

Nice to have

• Familiarity with hirify.global's platform.
• Experience with regular expressions.
• Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python).
• Experience managing/configuring non-HTTP applications (email, DNS, FTP, SSH).

Culture & Benefits

• Complete package of health, welfare, and financial benefits including Medical/Rx, Dental, Vision, Flexible Spending Accounts, 401(k) Retirement Savings Plan, and Life & Accident Insurance.
• Flexible paid time off covering vacation and sick leave, and various leave programs (parental, pregnancy health, medical, and bereavement leave).
• Commitment to building a diverse and inclusive team, with support for employee development and learning new skills.
• Involvement in initiatives like Project Galileo, Athenian Project, and 1.1.1.1, focusing on a free, open, and secure Internet.
• Access to on-demand mental health support and Employee Assistance Program, as well as fertility & family forming benefits.
• Opportunity to participate in the Employee Stock Participation Plan.