Technical Escalations Engineer Jobs

We are looking for a skilled Application Support Engineer to join our team supporting Nadex, a regulated derivatives trading exchange for TradeFi and Prediction Markets. You will play a critical role in ensuring the availability, stability, and performance of our production and demo trading environments. This is a hands-on role suited for someone who thrives in a fast-paced, mission-critical environment and takes ownership of operational excellence. Responsibilities Partner Support: Serve as a technical point of contact for partner channels, including FCMs, trading service providers, and market makers. Respond to partner questions and incidents through established communication channels, including Slack and Teams. Production Support & Monitoring: Provide expert-level remote management, administration, and support for Production and Demo trading exchange environments, ensuring system availability and application stability. Daily Operations — Execute and monitor daily operational processing, including contract scheduling, settlement of expired contracts, and end-of-day/start-of-day procedures. Incident & Problem Management: Triage, troubleshoot, and drive resolution of production incidents. Follow defined escalation procedures and contribute to root cause analysis and post-incident reviews. Performance Tuning: Monitor application and system performance, identify bottlenecks, and implement tuning recommendations to maintain optimal exchange operations. Change & Release Support: Assist with version upgrades, deployments, and release validation in coordination with Development and QA teams. Shift Handover & Documentation: Maintain and update runbooks, SOPs, and operational documentation. Ensure seamless shift handovers with clear status communication. Process Impr

The Team + The Role Pendo’s Customer Engineering team is the technical backbone of our pre- and post-sales motion. The team brings together responsibilities previously split across Customer Success, Technical Account Management, and Solutions Engineering into one full-lifecycle technical ownership model. Customer Engineering is a growth function focused on customer health, retention, expansion, and technical partnership. As Manager, Customer Engineering, you will lead a team of Customer Engineers and be accountable for their aggregate output while staying close to the work. You will translate team goals into individual assignments, coach direct reports on technical and commercial skills, and run the day-to-day operating rhythm for your pod. This is a people leadership role where your team’s output is your output. This is a role based in-office in Sydney or Remote in Melbourne. What this looks like day-to-day Team output and account health: Own the aggregate health, retention, and expansion outcomes for the accounts your team manages. Ensure Customer Engineering coverage is adequate, account risks are surfaced early, and no account falls through the cracks. People development: Coach and develop P2 through P4 Customer Engineers through regular 1:1s, actionable feedback, performance management, and individual development plans. Identify skill gaps and partner with enablement to address them. Operational rhythm: Run the team’s operating cadence, including weekly account reviews, pipeline syncs with Account Directors, escalation triage, and capacity planning. Maintain documentation standards and Salesforce hygiene across the team. Hiring and onboarding: Partner with recruiting to hire strong Customer Engineers and own the onboarding experience for new team members. Ensure new hires become productive within expected ramp timelines. Account Director partnership: Serve as the management counterpart to Account Director leadership for your pod. Resolve cross-functional fricti

The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for. About the Role The New York Times is looking for an Engineering Manager to lead the Compute and Storage team in the Data Platform mission. We build, run and scale the shared compute engines, lakehouse storage and connective infrastructure that power our data platform at The Times. Our work enables teams across the company to publish and own data products without managing the infrastructure underneath. You will report to the Senior Engineering Manager of Data Platforms. This is a hybrid role based in our New York City headquarters. You can typically expect to come into the office 2-3+ days/week. Responsibilities Lead a team of engineers, promoting a culture of collaboration, innovation, and continuous improvement. Oversee roadmap execution for our compute, streaming, orchestration and lakehouse storage platforms. Guide architecture and technical decisions. Set standards for shared platform code and engine integrations so our systems stay secure, reliable and scalable. Define and track service goals for availability, provisioning speed, pipeline success and query performance. Build strong practices for on-call, automation, SLAs and escalation paths. Partner with the product and engineering teams that build on our platform to turn their needs into self-service capabilities. Develop and maintain budgets, forecasts and a cost attribution model. Support our value of journalistic independence and a strong commitment to our mission

Job Title Field Service Engineer - Imaging Systems (Field: Shreveport, LA) Job Description Allow your passion for improving lives to shine in this role where you’ll be responsible for customer relationship management through the effective use of technical knowledge to install, troubleshoot, service, and maintain equipment at customer sites. Your role: Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, and meeting commitments and arrival times to address and resolve customer needs. Understand the customer's business and competitive environment; generate service revenue. Actively participate as a member of the regional work team; work to improve team processes and identify training gaps. Seek out opportunities to increase capability and capacity (i.e. may be required to become qualified in multiple modalities, learns new tools). Perform all administrative duties within established Philips, State, and Federal regulatory requirements and timeframes including timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, site and service documentation, and other related paperwork. Adhere to established training, quality, and safety requirements. Utilize tools, support, resources, and escalation processes within required time frames to resolve customer and system problems timely and effectively. Complete PMs, FCOs, installation and all related tasks (diagnose and resolve electronic, network, and mechanical problems). Approximately 70% travel across the specified geography is required. The average driving time is 1-4 hours daily. Occasional overnight stays and travel by air and/or train may be required. You're the right fit if: You’ve acquired 1+ years of experience in

Job Title Field Service Engineer, Multimodality Imaging (Travel: Honolulu, HI) Job Description Allow your passion for improving lives to shine in this role where you’ll be responsible for customer relationship management through the effective use of technical knowledge to install, troubleshoot, service, and maintain equipment at customer sites. Considering candidates who are willing to relocate to Honolulu, HI. Your role: Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, and meeting commitments and arrival times to address and resolve customer needs. Understand the customer's business and competitive environment; generate service revenue. Actively participate as a member of the regional work team; work to improve team processes and identify training gaps. Seek out opportunities to increase capability and capacity (i.e. may be required to become qualified in multiple modalities, learns new tools). Perform all administrative duties within established Philips, State, and Federal regulatory requirements and timeframes including timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, site and service documentation, and other related paperwork. Adhere to established training, quality, and safety requirements. Utilize tools, support, resources, and escalation processes within required time frames to resolve customer and system problems timely and effectively. Complete PMs, FCOs, installation and all related tasks (diagnose and resolve electronic, network, and mechanical problems). Approximately 70% travel across the specified geography is required. The average driving time is 1-4 hours daily. Occasional overnight stays and travel by air and/or train may be required. You're the right fit

Job Title Field Service Engineer - CT/MRI (Field: Syracuse, NY) Job Description Allow your passion for improving lives to shine in this role where you’ll be responsible for customer relationship management through the effective use of technical knowledge to install, troubleshoot, service, and maintain equipment at customer sites. Your role: Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, and meeting commitments and arrival times to address and resolve customer needs. Understand the customer's business and competitive environment; generate service revenue. Actively participate as a member of the regional work team; work to improve team processes and identify training gaps. Seek out opportunities to increase capability and capacity (i.e. may be required to become qualified in multiple modalities, learns new tools). Perform all administrative duties within established Philips, State, and Federal regulatory requirements and timeframes including timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, site and service documentation, and other related paperwork. Adhere to established training, quality, and safety requirements. Utilize tools, support, resources, and escalation processes within required time frames to resolve customer and system problems timely and effectively. Complete PMs, FCOs, installation and all related tasks (diagnose and resolve electronic, network, and mechanical problems). Approximately 70% travel across the specified geography is required. The average driving time is 1-4 hours daily. Occasional overnight stays and travel by air and/or train may be required. You're the right fit if: You’ve acquired 1+ years of experience in a diagnostic imaging (field or

Job Title Field Service Engineer - Imaging Systems (Field: Kansas City, KS/MO) Job Description Allow your passion for improving lives to shine in this role where you’ll be responsible for customer relationship management through the effective use of technical knowledge to install, troubleshoot, service, and maintain equipment at customer sites. Your role: Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, and meeting commitments and arrival times to address and resolve customer needs. Understand the customer's business and competitive environment; generate service revenue. Actively participate as a member of the regional work team; work to improve team processes and identify training gaps. Seek out opportunities to increase capability and capacity (i.e. may be required to become qualified in multiple modalities, learns new tools). Perform all administrative duties within established Philips, State, and Federal regulatory requirements and timeframes including timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, site and service documentation, and other related paperwork. Adhere to established training, quality, and safety requirements. Utilize tools, support, resources, and escalation processes within required time frames to resolve customer and system problems timely and effectively. Complete PMs, FCOs, installation and all related tasks (diagnose and resolve electronic, network, and mechanical problems). Approximately 70% travel across the specified geography is required. The average driving time is 1-4 hours daily. Occasional overnight stays and travel by air and/or train may be required. You're the right fit if: You’ve acquired 1+ years of experience

We are looking to speak to candidates who are based in Bengaluru for our hybrid working model. Responsibilities Successfully co-ordinate with a global team of Cloud Operations Engineers who are tasked with ensuring our uptime guarantees to our Atlas customer base Help scale the worldwide Cloud Operations Engineering team with the strategic implementation of new processes and tools Assist in scoping, designing and deploying systems that reduce Mean Time to Resolve for customer incidents Monitor and detect emerging customer-facing incidents on the Atlas platform; assist in their proactive resolution Automate routine monitoring and troubleshooting tasks Diagnose live incidents, differentiate between platform issues versus usage issues, and take the next steps toward resolution Cooperate with our product management and cloud engineering organizations by identifying areas for improvement in the management applications powering the Atlas infrastructure Inform executive leadership and escalation management personnel of major outages Coordinate and participate in a weekly on-call rotation, where you will handle short term customer incidents (from direct surveillance or through alerts via our Technical Services Engineers) Requirements Experience with being an on call DevOps, SRE, or Cloud Operations engineer (at least 8 years) Expertise with Linux system administration, configuration, troubleshooting Experience in monitoring, system performance data collection and analysis, and reporting Expertise with networking technologies like DNS, TCP/IP, etc Knowledge of database operations and concepts. Familiarity with Amazon Web Services and other Cloud infrastructure platforms (e.g. GCP, Azure) We need intermediate proficiency in scripting or coding A CS/CE degree or equivalent experience At least 1 of the following programming languages: Java, Go, Python, Javascript A keen interest in learning new things Special requirements Willingness to work in 1st Shift (7:30 am IST to 3:30 pm

We're hiring an AI Support Engineer to work directly with the founder and build the systems that power customer support at Bolna. This isn't a traditional support role — you'll use AI to make support scale, and you'll partner closely with the business team on the customer conversations that matter most. What you'll do - Work directly with the founder to design and continuously improve how customer support runs at Bolna - Pull and collate data from Intercom to spot patterns, recurring issues, and gaps in how customers are being helped - Build AI-powered workflows that triage, answer, and resolve customer support queries with less manual effort - Design the systems and processes behind a streamlined, scalable support flow — from triage to escalation to resolution - Step in directly on critical customer support situations alongside the business team when it matters - Turn recurring support themes into feedback for product and engineering What we're looking for - 1–3 years of experience in a support, ops, or technical customer-facing role — ideally somewhere that rewarded building your own tools and process, not just following a playbook - Hands-on comfort with AI tools/workflows (prompting, automations, agent builders) — you don't need to be an ML engineer, but you should be someone who reaches for AI to solve a workflow problem - Experience with Intercom or a similar support/helpdesk tool - Sharp, structured communicator — equally comfortable writing to customers and to the founder - Comfortable with ambiguity — this role is being built as you build it Nice to have - Experience setting up support automations, chatbots, or AI agents in a real product company - Familiarity with SQL or basic scripting to pull/analyze support data - Startup experience, especially in a 0-to-1 function

Our vision is to transform how the world uses information to enrich life for all . Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever. As a Technical Product Manager, you will serve as the bridge between customers, engineering, architecture, and business teams, driving product requirements from concept through launch and deployment. You will translate market needs, industry standards, emerging technologies, and customer requirements into product strategies that enable Micron's industry-leading SSD portfolio. Success requires a blend of technical depth, strategic thinking, and cross-functional leadership to guide complex product decisions and deliver differentiated solutions that meet the evolving needs of the data center market. Responsibilities: Serve as the primary technical point of contact representing Micron's Data Center SSD roadmap, architecture, qualification plans, and product direction to strategic hyperscale and OEM customer engineering leaders, while building durable, trust-based relationships that position Micron as a preferred long-term partner. Lead the gathering and translation of customer requirements , including specifications, RFIs/RFQs, platform constraints, qualification needs, and escalation paths, into clear product requirements (MRDs), engineering decisions, and customer transition plans that keep EVT/DVT/PVT timelines on track. Represent Micron in industry ecosystem and standards forums (e.g., PCIe-SIG, OCP, JEDEC), building external credibility and helping shape specifications relevant to Micron's product direction. Own end-to-end product requirements and technical st

The Senior Enterprise Engineer opportunity Statsig is building an Enterprise Engineering team for engineers who want unusually direct ownership of high-stakes customer outcomes. Like a Forward Deployed Engineering team, Enterprise Engineering works extremely close to customers and tackles the technical problems that matter most to them. The difference is the scope of ownership. Forward Deployed Engineering is often concentrated around implementation or onboarding; Enterprise Engineering is responsible for a customer’s technical success throughout the entire customer journey. You’ll stay close as needs evolve, answering questions, investigating across the stack, identifying root causes, shipping fixes and features, and remaining accountable through resolution. This is a software engineering role with a tight customer feedback loop. It is ideal for a pragmatic generalist, especially someone with backend or infrastructure depth who enjoys ambiguous problems, production systems, fast decisions, and immediate impact. What you’ll do Serve on the engineering front line in Unthread, our Slack aggregation and workflow layer, for key customer accounts. Answer technical questions by reading the code, tracing behavior, inspecting production signals, and building a clear explanation, not by forwarding the thread. Diagnose and fix bugs, then validate the outcome with the customer. Design and implement product or platform features when doing so is the fastest, highest-quality way to solve the customer’s problem. Act as the engineering point of contact for urgent issues in key customer accounts’ Slack channels, coordinating the response while retaining technical ownership. Represent engineering in customer office hours and, for selected accounts, recurring weekly meetings. Partner closely with customer-facing and product teams while maintaining crisp ownership, communication, and escalation paths. Identify recurring patterns and improve tooling, documentation, observability, APIs,

Opportunity Overview: This is a unique opportunity to join a high-caliber software engineering team that is growing quickly. You will play a key role in building impactful healthcare technology on a modern technology stack, with a focus on our core data and AI platforms. Your work will focus on enhancing the platform's key features, while also balancing scalability, reusability, and performance. Role Overview: We're looking for a Staff Platform Engineer to serve as the technical backbone of our Engineering organization. You'll own the technical strategy, and delivery of our platform — spanning architecture, DevOps, SRE, security, Dev-ex. This is a hands-on staff level role: you'll set technical direction, drive cross-team alignment, and be the senior escalation point for platform challenges. What you’ll do: Drive platform reliability, scalability, security, and cost efficiency across all environments. Technical Leadership: Provide technical leadership for platform components, Influence the technical strategy and architecture of our cloud platform, from CI/CD pipelines to observability and incident response. Design and implement platform components and reusable integration patterns that minimize custom development efforts, reduce the time spent on repetitive tasks, and ensure that integrations scale across multiple healthcare systems Partner closely with Architecture, DevOps, SRE, and Security teams to deliver cohesive platform solutions Cross-Functional Collaboration: Work closely with product teams, and solutions architects to understand integration needs and ensure the platform meets current and future business requirements. Serve as a senior escalation point for infrastructure and platform incidents Establish frameworks for: AI governance and compliance. Observability of systems. Traceability of decisions and outputs. Ensure enterprise readiness with security, auditability, and reliability in production environments. Security & Compliance : Ensure all p

Exchange Support team is responsible for maintaining global system for the firm’s cryptocurrency trading business which operates 24x7. This team provides L2/L3 support to Business users and has full ownership of the production environment for all key business lines (Exchange platform, Risk management system, Backoffice, Market data and non-trading activities). We are adding strong technology focused team members for various position in the Exchange Production Support team. Responsibilities Primary responsibility includes but not limited to User Management: Provide technical support to Sales, Business Users, Institutional and Retail customer base with focus on application support, API support and network connectivity. Incident Management: Identification and resolution of production incidents. The roles requires end-to-end ownership of Production issues, collaborating with various technical and business support teams, escalation and resolution of incident in timely manner. Process Management: Take ownership of all release activities, participate in audit reviews and execute BCP exercise. Ensure Process Management continue to meet ITIL best practice standards, SLA and Client expectations. Operations Management: Monitor and automate application and infrastructure alerts to ensure timely actions are taken to maintain system stability and uptime for all the applications. Maintain knowledge repository and standard operating procedure documentation. Continuous Improvement: Identify area of improvements, implement process optimization, automation of manual task and improve the service level the team provides to the end users. Required Skills 2+ years of production support experience preferably within the Banking or Financial Service industry. Technical Skills: Experience with UNIX commands in debugging , SQLs and Bash/Python scripting. Previous experience on supporting FIX prot

Exchange Support team is responsible for maintaining global system for the firm’s cryptocurrency trading business which operates 24x7. This team provides L2/L3 support to Business users and has full ownership of the production environment for all key business lines (Exchange platform, Risk management system, Backoffice, Market data and non-trading activities). We are adding strong technology focused team members for various position in the Exchange Production Support team. Responsibilities Primary responsibility includes but not limited to, User Management: Provide technical support to Sales, Business Users, Institutional and Retail customer base with focus on application support, API support and network connectivity. Incident Management: Identification and resolution of production incidents. The roles requires end-to-end ownership of Production issues, collaborating with various technical and business support teams, escalation and resolution of incident in timely manner. Process Management: Take ownership of all release activities, participate in audit reviews and execute BCP exercise. Ensure Process Management continue to meet ITIL best practice standards, SLA and Client expectations. Operations Management: Monitor and automate application and infrastructure alerts to ensure timely actions are taken to maintain system stability and uptime for all the applications. Maintain knowledge repository and standard operating procedure documentation. Continuous Improvement: Identify area of improvements, implement process optimization, automation of manual task and improve the service level the team provides to the end users. Required Skills 2+ years of production support experience preferably within the Banking or Financial Service industry. Technical Skills: Experience with UNIX commands in debugging , SQLs and Bash/Python scripting. Previous experience on supporting FIX protoc

About the role As a Customer Success Engineer at Together AI, you will serve as the named technical owner for one of our most strategic customer relationships. You will be the primary technical point of contact across all infrastructure domains — compute, networking, storage, and facilities — ensuring flawless delivery and operational health of large-scale GPU deployments. This role sits at the intersection of deep infrastructure expertise and high-stakes customer partnership, making you a critical driver of both customer success and company growth. Responsibilities Serve as the named technical point of contact for a dedicated strategic customer, owning the end-to-end technical relationship across compute, networking, storage, and facilities Drive structured engagement through regular cadences — status reporting, technical steering meetings, quarterly business reviews (QBRs), and executive business reviews (EBRs) — spanning both operational and strategic levels Translate customer operational feedback into actionable input for Engineering, Product, and Infrastructure roadmaps Lead issue lifecycle management, escalation, and RCA authorship across all infrastructure domains in partnership with Support, SRE, DC Ops, and Engineering teams Own end-to-end RMA coordination and hardware lifecycle management, including acceptance testing, spare inventory management, and hardware health reporting for large-scale GPU deployments Maintain deep technical expertise across the customer's infrastructure stack — GPU compute, high-speed fabric, and large-scale storage systems — advising on configuration, operational best practices, and incident resolution Own the observability strategy for the customer estate, including alert policy definition, dashboard development, and proactive health management across all infrastructure layers Coordinate DC operations and facilities events in partnership with internal teams and hosting providers, ensuring SLA compliance and cluster availability Ac