Escalations Engineer - Pipelines (Ruby on Rails)

TL;DR

Escalations Engineer (Ruby on Rails): Resolving L3 customer escalations and shipping systemic fixes into a Rails monolith with an accent on root cause analysis and platform reliability. Focus on eliminating recurring support patterns, optimizing database performance at scale, and improving the CI/CD onboarding experience.

Location: Must be based in the AU/NZ region

Company

A developer-focused platform that optimizes software delivery, providing fast, reliable, and secure scaling for high-growth tech companies globally.

What you will do

• Own L3 escalations end-to-end, from initial diagnosis to shipping product fixes in a Ruby on Rails monolith.
• Identify recurring support patterns and implement systemic architectural changes to eliminate underlying causes.
• Partner with Support, TAMs, and Solutions Architects to conduct technical diagnostics for high-impact customers.
• Lead the engineering side of incident response during deep production investigations.
• Improve the onboarding and migration experience for customers transitioning from other CI/CD platforms.
• Contribute to architectural discussions regarding platform reliability and overall customer experience.

Requirements

• 5+ years of engineering experience.
• Proficiency in Ruby on Rails, including the ability to debug and modify production code confidently.
• Strong track record of root cause analysis and pattern recognition for implementing systemic fixes.
• Experience with performance optimization at scale, specifically N+1 queries and indexing strategies.
• Proficiency with observability tools such as Datadog or Honeycomb.
• Ability to handle customer-facing technical triaging and maintain clear communication.

Nice to have

• Experience with GraphQL, React, Terraform, Redis, or Kafka.
• Knowledge of Amazon ECS and RDS Performance Insights.
• Expertise with RSpec and modern development testing practices.

Culture & Benefits

• Remote-first culture emphasizing autonomy, kindness, and collaboration.
• Competitive compensation and benefits package.
• Opportunities for professional growth, technical ownership, and leadership.
• Environment focused on building world-class developer tools alongside talented engineers.