Technical Escalation Engineer

Job overview

The Technical Escalation Engineer role is hybrid, with work from the Boston office at least three days a week. Compensation is $110,000–$130,000 per year. Blink builds workplace technology intended to help deskless workers stay productive, informed, and engaged. This new role owns complex technical issues that exceed first-line support, investigating root causes and resolving issues directly or preparing actionable diagnoses for Engineering. It also helps reduce future escalations by improving diagnostic tools, documentation, monitoring, and support-team capabilities.

What you'll do

• Own technical escalations through resolution, assess severity and impact, coordinate incident communications, and keep customers informed. Reproduce issues and investigate logs, monitoring, databases, API traffic, integrations, and authentication
• resolve issues using APIs and back-end tools where possible. Prepare root-cause write-ups and actionable bug tickets, partner with Engineering, verify fixes, build diagnostic tools and runbooks, train Product Support Specialists, and improve alerting and observability.

What we're looking for

Skills & competencies

full-time

hybrid

boston ma

technical escalation

escalation engineering

saas support

root cause analysis

apis

sql

integrations

observability

$110k–$130k

Work arrangement

• Weekend coverage required

Benefits & perks

• Equity allocations
• 20 days’ leave plus public holidays
• 401(k)
• medical, dental, and vision coverage
• enhanced parental leave
• additional time off between Christmas and New Year
• social events.

Why this role

A new, deeply technical seat between Product Support and Engineering; the role focuses on turning recurring escalations into tools, documentation, or permanent fixes.

About the employer

Blink - The Employee App is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.