Escalation Engineer

About the role

Albi is hiring an Escalation Engineer in Chicago to troubleshoot, debug and resolve advanced software and infrastructure issues in production systems. The role works closely with engineering and product teams on customer-facing escalations and systemic issues, and involves creating tools, scripts and documentation to speed up resolution. Telecommuting is possible within the area of intended employment, 1 day per week.

Key responsibilities

• Troubleshoot, debug and resolve advanced software and infrastructure issues in production systems.
• Coordinate with engineering and product teams on customer-facing escalations and systemic issues.
• Develop tools, scripts and documentation to improve 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 knowledge-base articles and support documentation.

Required profile

• Bachelor's degree or foreign equivalent in Computer Science, Software Engineering or another closely related field.
• Experience or coursework in advanced troubleshooting and debugging, software deployment and incident management, and customer interaction and technical explanation.

Required skills

• Backend: C#.NET Core/MVC and Python.
• Frontend: React and JavaScript; SQL Server (T-SQL, JSON).
• Azure and/or AWS services.
• Docker or Kubernetes.
• API design, including RESTful services and webhooks.

What we offer

• Competitive salary and generous PTO.
• Medical, dental and vision insurance coverage.
• Regular team events and off-sites.
• Continuing education, mentoring and career development opportunities.
• 401K plan with matching.