Escalations Engineer

HungerRush•Houston, TX

5d•Remote

About The Position

The Escalations Engineer plays a critical role in resolving our most complex customer issues with speed, precision, and empathy. This position bridges the gap between Support, Engineering, and Product teams—owning escalations end-to-end, performing deep technical analysis, and turning insights into reusable tools and documentation that improve future support outcomes. In this role, you’ll use SQL forensics, diagnostic tooling, and light automation to identify root causes, deliver timely customer-safe updates, and prevent recurrence through clear communication and knowledge capture. You’ll be at the center of the customer experience for our most critical situations—helping ensure confidence, stability, and continuous improvement across HungerRush 360.

Requirements

4+ years in technical support, escalations engineering, or a related SaaS troubleshooting role
Proven ability to investigate complex technical issues across multiple systems
Advanced SQL skills, including joins, CTEs, window functions, and query optimization
Strong understanding of logs, APIs, and data structures within web or cloud-based applications
Excellent written and verbal communication skills with a customer-first tone
Demonstrated ability to work cross-functionally with Support, Product, and Engineering teams

Nice To Haves

Familiarity with .NET, C#, or similar backend environments
Familiarity with scripting (PowerShell, Python, or LINQPad) for light automation
Experience with SaaS, POS, or restaurant technology systems

Responsibilities

Own escalations end-to-end: reproduce, isolate, verify, and communicate progress to stakeholders.
Perform deep technical analysis (SQL forensics, logs, and telemetry) to identify impact and root cause.
Deliver customer-safe updates including clear communication of impact, workaround, and resolution ETA.
Document clean repro kits and internal RCA notes to drive faster future resolutions.
Maintain and expand the Knowledge-Centered Support (KCS) library—articles, workarounds, and decision trees.
Partner cross-functionally with Development, QA, and Product to ensure permanent fixes are tracked and implemented.
Automate common checks and repetitive troubleshooting steps using SQL, PowerShell, or macros.
Monitor feature releases and flag changes that could impact support volume, publishing “Support Impact” notes proactively.
Represent the voice of Support in release readiness and defect triage meetings.
Contribute to team culture by modeling HungerRush TRACS values: Team, Respect, Accountability, Customer, and Speed.