Support Escalations Engineer

📋 Description

• • Own escalated customer support tickets from L1, investigating, reproducing, and resolving complex technical issues before they require engineering intervention.
• • Debug hard problems by analyzing logs, tracing execution flows, reproducing issues locally, and applying modern tools—including AI agents—to accelerate root cause identification.
• • Write clear, well-documented Linear tickets for engineering handoffs, including detailed reproduction steps, observed impact, hypotheses, and context to enable engineers to resolve issues without additional context.
• • Communicate directly with developers throughout the investigation lifecycle: setting expectations, sharing findings, providing updates, and closing the loop with empathy and clarity.
• • Identify patterns across multiple support tickets and surface recurring issues to product and engineering teams as actionable product signals.
• • Contribute to the development and improvement of internal debugging tooling, including APIs, dashboards, and AI-assisted triage systems designed to streamline support workflows.
• • Enhance both internal and public-facing documentation based on daily customer interactions, ensuring knowledge is captured, organized, and accessible to the broader team and users.
• • Collaborate closely with L1 support engineers to ensure seamless handoffs, consistent communication standards, and shared understanding of common issues and resolutions.
• • Work directly with customers who are pioneering novel use cases of Inngest, requiring deep product knowledge and the ability to support uncharted technical territory.
• • Act as the primary bridge between customers and product/engineering teams, translating real-world usage challenges into clear technical feedback loops.
• • Participate in rotating support duties alongside product engineers while maintaining ownership of the L2 escalation layer, ensuring timely, high-quality responses to critical issues.
• • Contribute to codebase improvements focused on debuggability, such as adding logging, instrumentation, or diagnostic endpoints based on observed failure modes.
• • Maintain a high standard of written communication, crafting both precise bug reports and customer-friendly replies tailored to technical and non-technical audiences alike.
• • Take ownership of end-to-end resolution of escalated tickets within 90 days, including customer communication, internal coordination, and follow-up on engineering fixes.
• • Build a deep mental model of how Inngest’s backend systems—Go, Postgres, Redis, ClickHouse, k8s, gRPC, GraphQL—fail under load or edge conditions through hands-on investigation.
• • Leverage daily customer interactions to inform product improvements, documentation updates, and internal runbooks that prevent future escalations.
• • Be the trusted point of contact engineers rely on to hand off fully-investigated, well-scoped, and thoroughly documented issues with clear reproduction paths and impact assessments.