Full-Time Support Escalation Engineer
PubNub is hiring a remote Full-Time Support Escalation Engineer. The career level for this job opening is Experienced and is accepting Poland based applicants remotely. Read complete job description before applying.
PubNub
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About PubNub PubNub powers real-time interactive experiences. Our platform enables customers to build, manage, and optimize engaging apps. PubNub is a secure, low-latency network and developer platform. We offer tools for product owners to gain real-time insights and optimize live experiences.
Job Summary We seek a dynamic, technically skilled, customer-centric Support Escalation Engineer. You must excel in communication, coding, and problem-solving to build trust in our product. You'll advocate for users and improve product processes.
Job Responsibilities
- Independently triage and troubleshoot support requests via various channels (ticketing, Slack, chat, phone).
- Manage customer communications to maintain positive relationships.
- Reproduce customer issues, potentially requiring code modification.
- Collaborate with engineering, sales, and solution architects.
- Act as dedicated support agent during live events.
- Lead the support team during service incidents.
- Contribute to internal and external knowledge bases (code samples, tutorials).
- Document new features and customer feedback.
- Assist with Tier 1 support as needed.
- Monitor support queue for trends and collaborate with other agents.
Requirements
- 4+ years technical support in SaaS companies, focusing on real-time systems.
- Strong customer communication (verbal and written).
- Strong experience with 2+ programming languages (Python, Java/Android, Ruby, Go, Node, C/C++, Objective-C/Swift, C#).
- Self-starter with excellent project management skills.
- Understanding of third-party integrations and APIs.
- Experience with client platforms (web, iOS, Android).
- Understanding of networking concepts (TCP/IP, HTTP).
- Strong experience with REST APIs.
- Strong debugging and troubleshooting skills.
- Database skills (SQL, log analysis).
- Knowledge of security infrastructure.
- Experience integrating AI into Zendesk, Freshdesk, or custom ticketing flows.
- Familiarity with observability stacks (Datadog, Prometheus).
Preferred Attributes
- Hands-on experience with Zendesk, Google Suite, PagerDuty, Opsgenie, Datadog, and Slack.
- Experience in on-call rotations.
- Bi-lingual (preferred).
- BS/MS in Computer Science (or equivalent).
Why Join PubNub
- Work with innovative, cutting-edge real-time infrastructure.
- Have a significant impact on businesses.
- Expand your expertise while collaborating with a world-class team.
- Flexible work environment (remote or Katowice office).
- Competitive compensation (PLN10,833 - PLN16,500 per month).