Escalation Engineer
CockroachDB · Remote, United States
About this role
**Escalation Engineer — Cockroach Labs (AMER) | Remote (PT/MT)** **About the role** Cockroach Labs is looking for an **Escalation Engineer** to join the Technical Support team in the **AMER region**. You’ll be the escalation point for the most challenging customer issues—reviewing, assisting with, or taking over cases that need deeper expertise or oversight—and driving resolution with other departments. You’ll work with a high level of autonomy to resolve complex problems quickly. This is a **remote** role open to candidates in the **Pacific or Mountain time zones** (team operates in **Pacific time** hours). --- **You will** - Provide **advanced support** to customers and front-line technical support engineers to diagnose, troubleshoot, and resolve complex issues via **CRM, Slack, video chat, and/or remote access**. - Act as a **point of escalation** for tickets with no clear path to resolution after the Technical Support team has exhausted available tools and processes. - Identify when a ticket/account needs additional support and **proactively course-correct**. - Use **AI-assisted tooling** (e.g., log/debug-bundle analysis, reproduction scaffolding, code reading) and **verify outputs** before they reach customers or engineers. - Evaluate how escalations could have been avoided and contribute to **process, tooling, and observability improvements** to reduce escalations and time to resolution (including where AI can help). - Provide **training and mentorship** to junior support staff. - Share effective **AI workflows** and help front-line engineers understand where AI output is reliable vs. where independent verification is required. - Maintain **detailed documentation** of ongoing cases (steps taken, findings, proposed solutions). - Advocate for the customer internally to ensure concerns are understood and addressed appropriately. - Participate in **on-call and shift rotations** with “**follow the sun**” case transfers across regions. - Stay current on new features, technologies, and best practices for supported products/services. --- **The expectations** - **First 30 days:** Learn CockroachDB, customers, and the company through self-guided onboarding; by month-end you’ll assist customers directly. - **After 3 months:** Fully integrated into the team; able to manage most customer issues and contribute to improving the scope and quality of offerings. As you grow, you’ll mentor and help update training/documentation so knowledge isn’t lost. --- **You have** - **7+ years** of experience in Technical Support or a similar technical role at a software company. - Strong knowledge of **databases** and ability to **read/write SQL**. - Knowledge of **distributed systems**, **Linux**, and an understanding of **software development**. - Strong troubleshooting/analytical skills, including **root cause analysis**, in a global **24x7x365** environment. - Experience using **AI tools** to troubleshoot/diagnose technical issues; understanding of common failure modes; and the judgment to verify outputs before relying on them. - A **customer-first** approach to critical thinking. - Excellent **written and verbal communication**, including tailoring tone/content for technical and non-technical audiences. - The polish expected when working with **Fortune 500** enterprise customers. - Familiarity with (or willingness to learn) technologies behind enterprise applications. - Ability to get into the technical details while staying focused on goals. - Ab
Listing freshness
CronJobs last confirmed this listing 2h ago. If its source stops confirming the opening for seven days, this page is removed from active inventory.