Escalations Engineer

About the role

The Escalations Engineer is responsible for resolving the most complex customer issues for HungerRush 360, the cloud‑based POS platform. Working remotely, you will act as the bridge between Support, Engineering, and Product teams, using deep technical analysis to deliver timely, customer‑safe solutions.

Key responsibilities

• Own escalations end‑to‑end: reproduce, isolate, verify, and communicate progress.
• Perform deep technical analysis using SQL forensics, logs, telemetry, and other diagnostic tools.
• Deliver customer‑safe updates with clear impact communication, workarounds, and resolution ETA.
• Document reproducible kits and internal RCA notes to accelerate future resolutions.
• Maintain and expand the Knowledge‑Centered Support (KCS) library.
• Partner with Development, QA, and Product to track and implement permanent fixes.
• Automate repetitive troubleshooting steps using SQL, PowerShell, or macros.
• Monitor feature releases and publish proactive “Support Impact” notes.
• Represent Support in release readiness and defect triage meetings.

Required profile

• 4+ years in technical support, escalations engineering, or SaaS troubleshooting.
• Proven ability to investigate complex technical issues across multiple systems.
• Advanced SQL expertise, including joins, CTEs, window functions, and query optimization.
• Strong understanding of logs, APIs, and data structures in web or cloud‑based applications.

Required skills

• SQL
• PowerShell
• Macro scripting
• Log analysis
• API knowledge
• Cloud‑application troubleshooting