Support Escalations Engineer
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Job Description
Support Engineer at Inngest solving developer problems through investigation and communication. Engaging with customers to troubleshoot issues and improve documentation based on learnings.
Responsibilities:
- Own escalated support from L1: investigate, reproduce, and resolve complex technical issues before they ever need to reach an engineer.
- Debug hard problems — read logs, trace execution, reproduce issues locally, and get to root cause. Use modern tools (including AI agents where helpful) to accelerate investigation.
- Write clear, well-documented Linear tickets when bugs need engineering attention: repro steps, impact, hypothesis, everything an engineer needs to jump in without context.
- Communicate directly with users throughout an investigation — setting expectations, sharing findings, and closing the loop.
- Spot patterns across tickets and bring them to product discussions — recurring issues are product signals.
- Contribute to internal debugging tooling, including APIs, dashboards, triage AI agents or similar.
- Improve internal and public-facing documentation based on what you learn every day.
Requirements:
- Experience in a customer-facing technical role — support engineering, solutions engineering, or similar.
- 2–4 years of software engineering experience — you've written production code and you're comfortable reading someone else's. Preferably in TypeScript or Golang.
- SQL experience and strong debugging instincts: you know how to work backwards from a symptom to a cause, and you don't give up when something doesn't reproduce cleanly.
- Outstanding written communication — you can write a crisp customer reply and a precise bug report, and those are different skills.
- Deep empathy for developers. You know what it feels like to be blocked, and you take that seriously.
- You find broken things interesting, not frustrating.
Benefits:
- Offers Equity
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