Technical Escalations Engineer Jobs

Who we are About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. About the team Stripe's Financial Connections group is building technology that expands the scope of problems we tackle beyond card payments. We aspire to enable individuals and businesses to securely share their financial data to improve their product experiences. With more high-quality customer financial data, both Stripe and our users can offer better products to their customers. We have ambitious goals to enable all global businesses to run their entire financial life cycle on Stripe, and we want you to be part of our story. Technical Operations roles in Financial Connections are a dynamic and critical component of the organization's success. As Financial Connections TechOps Manager, you will lead a team of Integration Reliability Engineers who sit at the intersection of product and platform engineers, financial partners, and AI automation. Your role is to ensure that nothing is lost in translation: setting the standard for how the team operates, where it invests, and how the operational backbone of Stripe's open banking ecosystem stays reliable at scale. What you'll do Lead integration reliability and partner operations Own the health of Financial Connections' banking integrations at the team level—define what "reliable" looks like across the partner ecosystem, set the operational bar, and hold the team to it Serve as the management escalation point for complex partner issues, coordinating across financial partners, Stripe engineering, and product lea

Scale Labs, Research Scientist — AI Controls and Monitoring As the leading data and evaluation partner for frontier AI companies, Scale plays an integral role in understanding the capabilities and safeguarding AI models and systems. Building on this expertise, Scale Labs has launched a new team focused on policy research, to bridge the gap between AI research and global policymakers to make informed, scientific decisions about AI risks and capabilities. Our research tackles the hardest problems in agent robustness, AI control protocols, and AI risk evaluations to help governments, industry, and the public understand and mitigate AI risk while maximizing AI adoption. This team collaborates broadly across industry, the public sector, and academia and regularly publishes our findings. We are actively seeking talented researchers to join us in shaping this vision. As a Research Scientist focused on AI Controls and Monitoring, you will design methods, systems, and experiments to ensure that advanced AI models and agents remain aligned with intended goals, even in high-stakes or adversarial environments. For example, you might: Develop monitoring techniques and observability methods that track AI behavior in real time to identify and flag deviations, emergent capabilities, or anomalous outputs; Research mechanisms for layered control, including fail-safes, oversight protocols, and intervention methods that can halt or redirect AI systems when risks are detected; Design red-team simulations to probe weaknesses in oversight and control mechanisms, and build mitigations to close identified gaps; Collaborate with policymakers, engineers, and other researchers to establish standards and benchmarks for AI monitoring and escalation. Ideally you’d have: Commitment to our mission of promoting safe, secure, and trustworthy AI deployments in the industry as frontier AI capabilities continue to advance. Practical experience conducting technical research collaboratively. You should be

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today, SpaceX is actively developing the technologies to make this possible, with the ultimate goal of making life multiplanetary and expanding consciousness to the stars. SpaceXSI is building Super Intelligence to help humanity understand the universe. Our teams are building the full Super Intelligence stack: from our Colossus supercomputers, to Grok models, to our suite of applications, including Grok Bot, Grok Build, Grok Imagine, Grok Voice, and X. We're creating a powerful flywheel where more compute trains better models, better models power more useful products, and what we learn from people using those products shapes what we build next. About the role As Regional Director, AI Deployment at SpaceXAI, you'll lead and develop a team of AI Deployment Managers supporting some of our most strategic enterprise customers. This role exists to scale adoption quality and consistency as demand accelerates, translating SpaceXAI's momentum into repeatable, high-impact deployment outcomes while preserving the speed, flexibility, and developer-first ethos that make SpaceXAI successful. You'll own the post-sale experience for our enterprise segment, working closely with Sales and Field Engineering to ensure customers achieve measurable engineering and business value from Cursor. This is a highly cross-functional role that sits at the intersection of customer success, technical depth, and strategic leadership. What you'll do Hire, lead, and develop a team of AI Deployment, including onboarding, coaching, performance management, and ongoing skill development Own post-sale account planning, with accountability for account health, usage, risk mitigation, and expansion pipeline generation Act as an escalation point for complex deployments and high-stakes enterprise accounts Build lightweight, scalable processes that codify what work

Location: Remote Time Zome: Must be in Pacific time zone and willing to work 9AM to 6PM PST Syllo is a software company in the legal space that offers an AI-powered litigation workspace that enables lawyers to safely harness the power of language models. After spending years developing our cloud-based application, Syllo’s applications are now being used by a wide range of legal professionals – from the largest law firms in the world to the most prestigious law schools. We are a lean, fast-moving, and multi-disciplinary startup led by exceptional lawyers and engineers. We hold each other accountable to achieve ambitious goals in a timely way while treating one another with respect and understanding. If you’re excited about AI and passionate about being part of a remote team that seeks to transform the legal practice, then read on! We are seeking a Support Specialist to join a team of passionate, fast-moving professionals at the forefront of AI-powered legal technology. In this role, you will be the first point of contact for clients using the Syllo platform, resolving issues quickly, building in-depth product knowledge, and contributing to the resources that help legal teams get the most out of what we are building. Key Responsibilities: Serve as the first point of contact for inbound client support requests, responding promptly and professionally across all support channels Troubleshoot product questions and technical issues, escalating to engineering or product teams through the appropriate process when needed Develop deep expertise in the Syllo platform and serve as a product knowledge resource for clients and the CS team Conduct live troubleshooting sessions and product walkthroughs with clients to resolve issues and build platform confidence Write and maintain help content including articles, guides, and FAQs that address common client questions and product workflows Partner with the other Customer Success teams to flag recurring issues and surface client feedba

About Ubiquiti At Ubiquiti Inc., we create technology platforms for Businesses, Smart Homes, and Internet Service Providers, driven by our goal to connect everyone, everywhere. To date, Ubiquiti has shipped over 100 million devices worldwide, from ISP networking products to next generation of IT solutions. Our growth is made possible by the dedicated team of hundreds behind the scenes. From software developers and product managers to designers and strategists, Team UI is driven to achieve our common goal: Rethinking IT. At Ubiquiti, you’ll heighten your potential and broaden your horizons - all while shaping the future of connectivity. The Role We are looking for a technically curious and customer-focused Rapid Response Support Specialist to join our Site Support team. In this role, you will serve as a first point of technical triage for incoming support calls, helping customers quickly establish impact, gather critical information, and determine the most efficient path toward resolution. This role is not solely focused on resolving every issue during the initial interaction. Instead, you will be responsible for identifying the severity of each issue, collecting high-value technical details, resolving straightforward issues when possible, and ensuring that more complex cases are escalated with the right context for the assigned engineer. You will play a critical role in improving the customer experience by setting clear expectations, reducing back-and-forth, and ensuring that escalated cases contain the information needed for efficient troubleshooting. The ideal candidate is calm under pressure, technically sharp, highly organized, and able to communicate clearly with both customers and internal teams. What You’ll Do Triage incoming support calls, callback requests, and follow-ups based on urgency, customer impact, and support eligibility Assess issue severity, identify urgent or business-critical issues, and route cases to the appropriate engineer or escalatio

About AiDASH AiDASH is leading the PreventionFirst™movement for electric utilities and transforming grid resilience through its pioneering platform that unifies vegetation, asset, storm, and wildfire intelligence. Powered by SatelliteFirst™ Inspection & Monitoring, AiDASH delivers comprehensive visibility across the entire grid at the right frequency and budget, using the right data modality. More than 200 customers trust AiDASH to keep the lights on, spend where it counts, and defend every decision, Securing Tomorrow across every mile of the grid. Learn more at www.aidash.com. The PreventionFirst movement is growing, and so is the recognition behind it. In 2026, Forbes named AiDASH one of America's Best Startup Employers for the 4th consecutive year, and TIME included AiDASH among America's Top GreenTech Companies for the 3rd year in a row. Deloitte Technology Fast 500 ™ ranked AiDASH No. 12 in the San Francisco Bay Area, and No. 59 overall in their selection of the top 500 for 2024. Join us in Securing Tomorrow Together! The Role We are looking for a technical support engineer to join our team in Gurgaon (hybrid) and help keep our production systems healthy through the night. This is a night-shift role, primarily graveyard hours (10:00 PM – 7:00 AM IST), rotating between two team members. You will be the first line of response for production alerts, incident triage and customer-facing technical issues outside regular business hours, making sure AiD ASH products and platforms keep delivering for our customers around the clock. How you'll make an impact: Monitor application health and respond to alerts across production systems during your shift Own incident management – identify, triage and drive incidents to resolution, escalating to the right team when needed Investigate issues using logs and database queries to find the root cause Track tickets against SLA commitments and flag anyth

About Appier Appier is an AI-native Agentic AI as a Service (AaaS) company that uses artificial intelligence (AI) to power business decision-making. Founded in 2012 with a vision of democratizing AI, Appier’s mission is turning AI into ROI by making software intelligent. Appier now has 17 offices across APAC, Europe and U.S., and is listed on the Tokyo Stock Exchange (Ticker number: 4180). Visit www.appier.com for more information. About the role Deep dives into our customers' business cases, data, and constraints and ensures the optimal usage of Appier’s AI-empowered ad solutions. In-depth knowledge of Appier’s ad solutions: you are familiar with all of the details from development, service operation to the sales strategy. Work with Product and HQ’s Technical Solutions teams to support successful adoption of Appier's solutions, including providing appropriate documentation, technical guidance. Develop solutions for customers by working out existing product upon data integration, service application recommendations Discuss the product definition, implementation, operation and clarify issues with customer and consolidate the feedbacks to product team on behalf of the customer Optimize business outcomes for customers by leveraging Appier’s AI and data assets Responsibilities Guide clients through the onboarding process, ensuring timely and successful adoption of our solutions. Working as a liaison with clients and stakeholders to determine project requirements, scope, schedule, and deliverables. Preparing technical specifications for developers to implement. Creating user and training documentation for smooth operation. Troubleshooting technical issues and solving the issues by close communication with developers. Developing internal tools and scripts to streamline operations and visualize/analyze data. Escalating feature enhancements and help coordination between clients and Project Managers. Analyzing data and giving insights to customers and colleagues. Unde

Opportunity ThermalWorks is seeking a high-caliber, full-time Technical Documentation Engineer to join our team. In this role, you will bridge first-principles thermodynamic concepts with the practical realities of our hardware to address the escalating cooling demands of modern, mission-critical data center applications. Rather than physical prototype deployment, this position focuses on the documentation lifecycle. Theoretical refrigeration knowledge is strictly essential, as you will be translating complex engineering designs and system behaviors into highly accurate support documents, manuals, and operational sequences for our product lines. Thermal Works values efficiency and strives to maintain smooth operations. Our primary focus is on providing an integrated cooling system for data centers and commercial buildings that dramatically reduces the energy demand, water consumption and cost of cooling. It transforms the economics and eco-metrics of commercial cooling with zero water solutions that outperform air- and water-cooled systems in any climate. Thermal Works solutions are sustainable and cutting-edge. For that reason, we are highly selective about the people we bring on board because our work depends on it. Change and progress happen quickly, and we must be able to trust one another to be honest, communicative, reliable, and self-motivated. We seek ultra-creatives and superstar performers with a sense of humility and a hunger to make a positive impact in the world. We offer flexibility and endless growth opportunities to those who can harness their skills and talents and identify how and where to use them to add value. Thermal Works is one of several “inspired infrastructure” companies that work collaboratively under our parent company, Endeavour Energy, LLC. At the heart of this ecosystem is a diverse group of bright, passionate, dedicated people, working together to make a real difference for people and the planet. Thermal Works is looking for someone t

About Backblaze Backblaze is the object storage leader in the open cloud movement, fueling customer success with cloud storage built purposefully to unlock budgets, unburden administrators, and unleash innovators. Together with our partners, we’re helping customers break free from the restrictive, overpriced legacy solutions that hold them back, and blaze forward with the full power of the open cloud in their hands. Founded in 2007, we scaled the business with less than $3 million in outside funding until 2021, when we did a traditional IPO on the Nasdaq stock exchange. Today, Backblaze generates over $100m in revenue and is the leading specialized storage cloud - managing over three billion gigabytes of data storage for 500K+ customers in 175+ countries, including businesses, developers, IT professionals, and individuals. But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. Backblaze is seeking a Senior Technical Program Manager. Role Overview: We are seeking a Senior Technical Program Manager to join a growing Security team, with a focus on program delivery, driving portfolio management and operating model practices for Backblaze. Key Responsibilities: Lead end-to-end planning and execution of enterprise programs from initiation through delivery Communicate technical concepts and program status clearly to both technical teams and non-technical stakeholders Develop and maintain detailed program plans, timelines, budgets, and resource allocation across multiple concurrent initiatives Identify, track, and mitigate program risks and dependencies, escalating blockers to leadership with clear options and recommendations Drive cross-functional coordination between engineering, product, legal, and third-party vendors to ensure security controls are implemented on schedule Establish and report on program goals, dashboards, and status updates for executive and board-level a

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. What's the opportunity? Fin is looking for an exceptional Solutions Engineer to join our vibrant Customer Solutions Team. In this role, you’ll engage directly with our customers as their trusted advisor, playing a pivotal part in defining and demonstrating value across the entire sales cycle. With a natural curiosity, independent thinking, and strong problem-solving skills, you’ll partner closely with Product, R&D, and Engineering to ensure our customers’ needs and insights are at the core of our AI powered solutions. What will I be doing? Lead technical discovery to identify and address our customers’ needs Deliver an exceptional pre-sales experience by articulating Fin's value and technical expertise Conduct impactful, value-based solution reviews and in-depth technical sessions Design and lead tailored Proof of Concepts (POCs) that showcase Fin's capabilities Serve as the primary resource for RFPs and customer security questions, utilizing standardized materials and escalatin

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. What's the opportunity? Fin is looking for an exceptional Solutions Engineer to join our vibrant Customer Solutions Team. In this role, you’ll engage directly with our customers as their trusted advisor, playing a pivotal part in defining and demonstrating value across the entire sales cycle. With a natural curiosity, independent thinking, and strong problem-solving skills, you’ll partner closely with Product, R&D, and Engineering to ensure our customers’ needs and insights are at the core of our AI powered solutions. What will I be doing? Lead technical discovery to identify and address our customers’ needs Deliver an exceptional pre-sales experience by articulating Fin's value and technical expertise Conduct impactful, value-based solution reviews and in-depth technical sessions Design and lead tailored Proof of Concepts (POCs) that showcase Fin's capabilities Serve as the primary resource for RFPs and customer security questions, utilizing standardized materials and escalatin

As an infrastructure support engineer, your daily responsibilities are integral to ensuring technical excellence and operational efficiency, particularly in cloud environments. Your contribution as a first responder extends to automating day-to-day operations, responding to and escalating production incidents, and assisting development teams in incident resolution. Entry-level consultants jumpstart their careers with our First Year Experience program: A year-long program that starts with Thoughtworks University, an immersive three-week training, plus monthly sessions dedicated to specific topics. And it’s important to call out that we consider tech talent from all walks of life. Whether you’re a computer science major with less than one year of professional experience, a coding boot camp graduate or a career changer who is working toward becoming a support engineer, you have the opportunity to grow in our community of passionate technologists. Job responsibilities Help with finding the root cause of incidents (RCA) and prepare reports to explain what happened and how to prevent it in the future. Assist in communicating with clients about incidents, answering their questions and explaining how issues are being resolved. Work alongside developers and service reliability engineers to improve the reliability of services by writing code for infrastructure and observability. Collaborate with development teams to document responses to different types of incidents and create runbooks (guides for handling common issues). Monitor how products and services are performing based on key performance indicators (KPIs) set by the business and take action when things go off track. Learn, digest and subsequently apply the latest technology thinking from our Technology Radar to solve client problems. Job qualifications Technical Skills You have less than one year of professional experience in technology. You’re eager to learn new technical skills and concepts. You’re curious about moni

At Freddie Mac, our mission of Making Home Possible is what motivates us, and it’s at the core of everything we do. Since our charter in 1970, we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose. Position Overview: Are you an experienced AV Engineer with a collaborative mindset, who thrives in dynamic environments supporting world class AV systems? Are you interested in joining a high performing team with a mission-driven organization that believes in providing safe, comfortable workspaces for their employees? Freddie Mac is seeking a talented Media Services Engineer to join our team! Our Impact: Design, Install, Operate and Support integrated AV systems throughout the McLean campus & Regional offices, elevating the quality of executive and corporate gatherings. Enable Freddie Mac leaders and teams to communicate confidently, with all technical details managed discreetly and professionally by our Media Services team. Foster a culture of excellence in hybrid and in-person meeting experiences. Your Impact: The AV Engineer - Professional supports Freddie Mac’s Audio Visual Services team by working between the AV Operations team and the AV Engineering team. This role serves as a hands-on technical resource for maintaining, troubleshooting, repairing, and documenting AV systems across corporate conference rooms, huddle rooms, configurable event spaces, collaboration areas, and executive meeting environments. The position supports AV Operations during high-profile events, including setup, live support, and tear down, while also serving as the primary point of contact for AV Operations when issues are identified. The role is responsible for helping resolve issues, escalating to the Sr. Engineer when needed, documenting findings, identifyin

Supabase is the Postgres development platform, built by developers for developers. We provide a complete backend solution including Database, Auth, Storage, Edge Functions, Realtime, and Vector Search. All services are deeply integrated and designed for growth. We are seeking Support Engineers to provide world-class developer support for anyone experiencing issues or seeking guidance when using Supabase. The support team is globally distributed with a strong focus on minimizing time to fix, and works closely with the product engineering and growth teams. You will: Provide initial and timely responses to all support cases for a variety of topics, from billing or pre-sales requests to optimization or implementation questions. Triage support cases including directing users to previous answers, code examples, documentation, or escalating to specific technical or business team members. Monitor multiple feedback channels, e.g. Github Issues & Discussions (check them here: https://github.com/supabase/supabase/issues ). Identify where internal tooling might be developed or obtained to improve support efficiency. Reproduce issues, create test cases and improve test coverage, if you have experience with testing. You are: Experienced in customer support, with 3+ years of experience providing developer support to technical customers. Proficient in SQL (ideally PostgreSQL). You feel comfortable with complex SQL queries. If you have a database administration experience, it’s a plus. Excellent communication skills and fluency in English. Skilled in using Linux/Unix operating systems and the command line. Experienced working with GitHub Issues and Discussions. Bonus points if you're familiar with popular JavaScript frameworks like React, Vue, and Svelte and have some experience with Node.js. Having a degree in Computer Science is a plus too. Timezones & Logistics It’s a full-time position with 4 10-hour shifts, permanently covering weekends during NASA hours: 16:00-02:00 UT

Supabase is the Postgres development platform, built by developers for developers. We provide a complete backend solution including Database, Auth, Storage, Edge Functions, Realtime, and Vector Search. All services are deeply integrated and designed for growth. We are seeking Support Engineers to provide world-class developer support for anyone experiencing issues or seeking guidance when using Supabase. The support team is globally distributed with a strong focus on minimizing time to fix, and works closely with the product engineering and growth teams. You will: Provide initial and timely responses to all support cases for a variety of topics, from billing or pre-sales requests to optimization or implementation questions. Triage support cases including directing users to previous answers, code examples, documentation, or escalating to specific technical or business team members. Monitor multiple feedback channels, e.g. Github Issues & Discussions (check them here: https://github.com/supabase/supabase/issues ). Identify where internal tooling might be developed or obtained to improve support efficiency. Reproduce issues, create test cases and improve test coverage, if you have experience with testing. You are: Experienced in customer support, with 3+ years of experience providing developer support to technical customers. Proficient in SQL (ideally PostgreSQL). You feel comfortable with complex SQL queries. If you have a database administration experience, it’s a plus. Excellent communication skills and fluency in English. Skilled in using Linux/Unix operating systems and the command line. Experienced working with GitHub Issues and Discussions. Bonus points if you're familiar with popular JavaScript frameworks like React, Vue, and Svelte and have some experience with Node.js. Having a degree in Computer Science is a plus too. Timezones & Logistics It’s a full-time position with 4 10-hour shifts, permanently covering weekends during EMEA Hours: 08:00-18:00 UT