Key skills
Collaboration
About this role
Role Overview
- Triage and resolve high-priority customer escalations across our product — diagnosing issues quickly, communicating clearly, and shipping reliable fixes
- Own the full lifecycle of an escalation: from initial investigation and customer-facing updates to root cause analysis and long-term remediation
- Work cross-functionally with CS, product, and other engineering teams to gather context and coordinate fixes
- Identify recurring patterns in escalations and drive systemic improvements — better monitoring, cleaner failure modes, improved error handling
- Own the product scope of your fixes: define what a complete resolution looks like, consider the customer experience holistically, and flag when an issue reveals a deeper product gap
- Contribute to the team's tooling and processes: runbooks, observability, escalation workflows
- Participate in rotating on-call coverage for critical customer issues
- Raise the quality bar across the codebase through code review, post-mortems, and direct collaboration with other squads
Requirements
- 5+ years of professional software engineering experience
- Strong debugging and investigative skills — you're energized by a gnarly bug, not intimidated by it
- Experience working across a full stack or deeply in a backend system; comfort navigating an unfamiliar codebase quickly
- Ability to communicate clearly and calmly under pressure — to engineers, PMs, and customer-facing teams alike
- Solid judgment about when to apply a targeted fix vs. address the underlying issue; you understand the trade-offs and communicate them proactively
- Experience with observability tools (logs, traces, metrics) and production debugging
- Ownership mentality: you follow a problem all the way to resolution, not just to the handoff
- Strongly product-minded: you think about the customer experience, not just the code change — and you're comfortable making product calls without a PM telling you what to do.
Benefits
- Choice of medical, dental, and vision insurance plans for you and your family.
- Additional insurance coverage options for life, accident, or critical illness.
- Flexible paid time off, sick leave, short-term and long-term disability.
- 10 US observed holidays, and Canadian statutory holidays by province.
- A home office stipend.
- 401(k) for US-based employees and RRSP for Canada-based employees.
- Paid parental leave.
- A local in-person meet-up program.
- Hubs in San Francisco and Toronto.