Escalation Engineer (React/JavaScript)

TL;DR

Escalation Engineer (React/JavaScript): Managing and resolving the most challenging and critical customer technical issues with an accent on incident management and cross-functional collaboration. Focus on building a robust escalation program, mentoring support engineers, and translating recurring technical patterns into product improvements.

Location: Hybrid; must be based in the United States or the United Kingdom

Salary: $140,000 – $187,000 per year

Company

hirify.global is building an enterprise AppGen platform that transforms natural language into production-ready code, integrating directly with business data.

What you will do

• Own the end-to-end escalation program, defining criteria, severity classifications, and SLA targets.
• Lead the investigation and resolution of critical technical issues and manage high-priority incidents.
• Build a feedback loop with Engineering and Product to influence the roadmap and prioritize bug fixes.
• Mentor and upskill members of the Technical Customer Experience organization on advanced technical topics.
• Lead high-impact projects to refine support processes and automate repetitive tasks using AI.

Requirements

• 5+ years of experience in technical support, including at least 1 year in an escalation role.
• Advanced proficiency in React, JavaScript, Terraform, and SQL/NoSQL database management.
• Deep knowledge of API and identity authentication methods such as OAuth 2.0, Okta, and SAML.
• Experience with cloud providers (AWS, Azure, GCP) and orchestration tools (Docker, Kubernetes).
• Must be based in the United States or the United Kingdom.
• English: Outstanding written and verbal communication skills required.
• Bachelor's degree in Computer Science or a related field.

Culture & Benefits

• Hybrid work location model.
• Comprehensive health insurance including medical, dental, and vision.
• 401(k) retirement plan.
• Culture of inclusiveness, empathy, and continuous technical improvement.