Technical Support Escalation Engineer - Remote

Overview

PubNub powers real-time interactive experiences that drive engagement, retention, and monetization. Our market-leading platform for real-time interactive apps enables customers to efficiently and effectively build, manage, and optimize engaging apps that captivate and delight users. PubNub is comprised of a secure, low-latency network and developer platform that scales globally, along with powerful tools for product owners that provide real-time insights and ground-breaking live optimization capabilities.

In Short

• Dynamic and customer-centric role as a Technical Support Escalation Engineer.
• Ownership of technical support requests via various channels.
• Collaboration with engineering and sales teams to resolve customer issues.
• On-call support during service incidents.
• Contribute to internal and external Knowledge Bases.
• 4+ years of experience in technical support for SaaS companies.
• Strong coding skills in multiple programming languages.
• Familiarity with networking concepts and third-party integrations.
• Flexible remote work environment.
• Competitive compensation and benefits.

Requirements

• 4+ years of technical support in SaaS companies with a focus on real-time production systems.
• Excellent verbal and written communication skills.
• Strong experience with at least two programming languages.
• Project management skills and ability to prioritize.
• Deep understanding of third-party integrations and APIs.
• Experience on client platforms such as web, iOS, and Android.
• Strong debugging and troubleshooting skills.
• Knowledge of security infrastructure concepts.
• Experience integrating AI functions into support tools.
• Strong database skills for SQL queries and log analysis.

Benefits

• Innovative technology and customer impact.
• Growth opportunities in real-time communication.
• Flexible work environment.
• Competitive compensation package including stock options.
• Generous stipend for remote work setup.