layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Technical Escalation Engineer at Blink - The Employee App

Escalation ownership
Acting as the single owner of technical escalations from the point they leave first line support through to resolution, keeping the ticket moving and the customer informed within our SLAs
Assessing severity and impact quickly and honestly, so that a genuine P1 gets the response it deserves and everything else gets prioritised proportionately
Running the communications during live incidents, keeping Support, Customer Success and internal stakeholders supplied with accurate updates so that nobody has to guess
Holding other teams accountable for resolution once an issue is with them, chasing where needed and closing the loop with the customer
Investigation and root cause analysis
Reproducing reported issues across devices, platforms and customer configurations, and narrowing vague reports into a specific, evidenced failure
Digging into logs, monitoring and observability tooling, querying databases, and inspecting API traffic to establish what actually happened rather than what was assumed to have happened
Resolving issues independently where you can, using the API and back end tooling to correct data, unblock users and repair broken configurations safely
Investigating integration and authentication problems end to end, including SSO, user provisioning, HR system syncs, webhooks and third party APIs
Producing root cause write-ups that are clear enough for a customer to be told the truth and detailed enough for engineering to act on Engineering partnership
Working alongside the rapid response engineering team as their front line, arriving with reproduction steps, logs, affected accounts and a hypothesis rather than a forwarded ticket
Raising and shaping bug tickets so they are actionable on first read, and representing the customer impact in prioritisation conversations
Verifying fixes before they reach customers, and confirming afterwards that the problem is genuinely gone
Feeding recurring failure patterns back into product and engineering planning, including the unglamorous fixes that never make a roadmap on their own
Making escalations rarer
Building the diagnostic tooling, scripts, dashboards and runbooks that let the Product Support team resolve independently what currently has to come to you
Upskilling Product Support Specialists through documentation, walkthroughs and pairing on live issues, and deliberately handing down the things you have automated or explained
Improving alerting and monitoring so that we find problems before customers report them
Identifying gaps in product observability and pushing for the logging, error handling and admin controls that would make future issues self-evident

You don't need to tick every box. This is a guide to what the role involves and the kind of person we think will do well in it. If you meet most of these and the role appeals to you, please do apply.
You must be able to work from the Boston office at least 3 days a week.
Who you are
You enjoy the problems nobody else has been able to crack. Intermittent, unreproducible and "it only happens to this one customer" issues are the interesting part of the job for you, not the frustrating part.
You have worked in a technical escalation, escalation engineering, application support or technical support engineering role in a SaaS business, or you have moved into one from software engineering, DevOps or a senior technical support position.
You are comfortable in a terminal, in logs and in data. You can write SQL to answer your own questions, read API requests and responses, and use monitoring or observability tooling to follow a problem through a system.
You understand how modern web and mobile applications actually fit together: APIs, authentication, integrations, background jobs and the places where they tend to break.
You are methodical under pressure. When something is on fire you work the problem in a structured way rather than guessing, and you keep people informed while you do it.
You write clearly for two very different audiences: an engineer who needs precision, and a customer who needs to understand what happened and what comes next without the jargon.
You know when to stop investigating and escalate. You are comfortable saying you need help, and equally comfortable pushing back when something has been escalated that shouldn't have been.
You are genuinely customer-centric. Behind every escalation is a frontline worker who cannot do their job, and that matters to you.
You can work independently and prioritise sensibly across competing urgent things, flagging early when something is at risk.
Helpful to have
Written code in a professional setting, in any language? Useful. You won't be shipping features, but it changes how you read a bug.
You can read code well enough to form a hypothesis about where something is going wrong, even if you would not be the one to write the fix.
Debugged mobile apps, push notifications or offline sync? That's a lot of what we do.
Worked with SSO, SAML, SCIM or HR system integrations? Those are some of our trickiest escalations.
Comfortable with cloud infrastructure and observability tooling, and happy poking around in logs and traces? Very handy.
Run or participated in an on-call rota, or written post-incident reviews? We'd like to hear how you approached it.
Used AI tools to speed up investigation, summarise tickets or search documentation? We're keen on people who find leverage.
Know a thing or two about internal comms or intranet tools? Useful.
Worked in an international team, sharing asynchronous updates? Even better.
Speak French, German or Spanish? We'd love to hear from you.

Technical Escalation Engineer

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