Senior Customer Support Engineer (Tier 3), Customer Escalations

4+ years in a technical support or escalation role at a SaaS or infrastructure company, with demonstrated ownership of escalated/enterprise-tier accounts.

Comfortable owning a live, high-stakes customer call: staying calm, building trust, and communicating clearly with a frustrated or technical customer under pressure.

Hands-on networking experience in production or homelab environments: TCP/IP, routing, DNS, firewalls, NAT, VPNs, load balancers.

Deep familiarity with overlay networking concepts — WireGuard, UDP hole punching, STUN — and comparable VPN/networking products.

Code-level debugging capability: can read Go source, reason about goroutines/locks/channels, read pprof CPU/heap profiles, and understand network interface semantics.

Comfortable with infrastructure concepts: cloud IaaS, CI/CD pipelines, containerized applications, and Kubernetes debugging.

If you're passionate about solving complex technical problems and helping build trust between customers and engineering, this is the role for you.

Customer Support Engineer (Tier 3), Customer Escalations

to join our Escalation Engineering team.

You'll take ownership of our most complex, ambiguous customer escalations, solving issues where the root cause is not always obvious.

You will work these issues to resolution or alternatively a fully-documented handoff that engineering can act on without delay.

As a Senior Customer Support Engineer (Tier 3), Customer Escalations, you'll partner closely with Support and Product/Engineering to close the gap between "customer has described a problem" and "engineering has what it needs to fix it." This role reports directly to the Customer Escalations Team Lead.