Escalation Engineer (Ref#IM0426)

Albi • Chicago, IL

4h • Hybrid

About The Position

The Escalation Engineer will be responsible for troubleshooting, debugging, and resolving advanced software and infrastructure issues in production systems. This role involves coordinating with engineering and product teams to address customer-facing escalations and systemic issues. The engineer will also develop tools, scripts, and documentation to improve internal support workflows and reduce resolution times. Additionally, they will design and implement diagnostic procedures, test and deploy hotfixes, and communicate technical findings to customers and internal stakeholders. Creating and maintaining knowledge-base articles is also a key responsibility.

Requirements

• Bachelor's degree or foreign equivalent in Computer Science, Software Engineering, or other closely related degrees
• Advanced troubleshooting and debugging
• Software deployment and incident management
• Customer interaction and technical explanation
• Backend experience with C#, .NET Core/MVC, and Python
• Frontend experience with React and JavaScript
• SQL Server (T-SQL, JSON)
• Experience working with Azure and/or AWS services
• Experience working with Docker or Kubernetes
• Experience with API design, specifically RESTful and Webhooks services

Nice To Haves

• Telecommuting within the area of intended employment 1 day/week.

Responsibilities

• Troubleshoot, debug, and resolve advanced software and infrastructure issues in production systems
• Coordinate with engineering and product teams to address customer-facing escalations and systemic issues
• Develop tools, scripts, and documentation to enhance internal support workflows and reduce time-to-resolution
• Design and implement diagnostic procedures to reproduce, analyze, and resolve high-priority issues
• Test and deploy hotfixes or critical patches to maintain systemic stability
• Communicate technical findings and updates clearly to customers and internal stakeholders
• Create and maintain detailed knowledge-base articles and support documentation

Benefits

• Good balance of personal autonomy and team collaboration on projects
• Working with a team of smart, kind humans passionate about leveraging technology to solve real-world problems
• Be in an environment where your input is highly valued and personal growth is prioritized.
• Interesting and challenging work.
• Competitive Salary
• Generous PTO.
• Medical, dental, and vision insurance coverage.
• Continuing education, mentoring, and career development opportunities
• 401K Plan + Matching.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level