Senior Support Engineer (Escalation Manager) - Remote

Overview

The Senior Support Engineer (Escalation Manager) at Sauce will handle advanced technical escalations, monitor system health, and support software releases, ensuring system stability and seamless deployments.

In Short

• Provide Tier 2 technical support for complex issues.
• Monitor system health and resolve performance issues.
• Document system architecture and create technical guidelines.
• Enhance DevOps pipelines and environments.
• Support release management and ensure rollback procedures.
• Act as primary escalation point for unresolved technical issues.
• Coordinate issue resolution with internal teams.
• Lead root cause analysis investigations.
• Establish and track key performance metrics.
• Provide training to support teams.

Requirements

• 5+ years of experience in technical support, DevOps, QA, or SRE.
• Strong understanding of system architecture and CI/CD.
• Experience with cloud platforms (AWS, Azure).
• Proficiency in automation tools and scripting (Python, PowerShell, Bash).
• Knowledge of ITIL and incident management best practices.
• Excellent communication skills.
• Strong problem-solving skills.
• Experience in Release Management or Project Management.
• Experience mentoring or managing teams.
• Familiarity with SLA and KPI management.

Benefits

• Strong & Competitive Compensation Package.
• Flexible Work Environment.
• 10 Paid Personal/Vacation Days.
• 5 Paid Sick Days.
• Monthly Wellness Stipend.
• Quarterly Team Dinners & Events.
• Opportunity to impact the delivery tech industry.