Support Escalations Engineer

## About the Role The Support Escalations Engineer role at Inngest is a critical position that requires a unique blend of technical expertise, communication skills, and empathy for developers. As a bridge between the product and the developers who build on top of it, you will work directly with customers to debug complex issues, investigate root causes, and ensure they get the most out of Inngest. You will be part of a team that values collaboration, innovation, and customer satisfaction.

The role is equal parts investigation and communication, requiring a deep understanding of how Inngest works under the hood, how customers push it to its limits, and what stands in their way. You will own the L2 layer of support, investigating, reproducing, and resolving complex technical issues before they need to reach an engineer. Your work will have a direct impact on the customer experience and the company's mission to simplify developer support.

Inngest is a company that values transparency, open communication, and continuous learning. As a Support Escalations Engineer, you will be encouraged to share your knowledge, feedback, and ideas with the team, contributing to the growth and improvement of the company.

## What You Will Do - Own escalated support from L1: investigate, reproduce, and resolve complex technical issues before they need to reach an engineer.

• Debug hard problems — read logs, trace execution, reproduce issues locally, and get to the root cause.
• Use modern tools, including AI agents, to accelerate investigation.
• Write clear, well-documented Linear tickets when bugs need engineering attention: repro steps, impact, hypothesis, and 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.
• Collaborate closely with the support engineers working on the L1 layer.
• Feed learnings back into the engineering and product teams to improve the customer experience.

## What We Are Looking For - 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 are comfortable reading someone else's.
• Preferably experience 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.
• Ability to work in a remote environment, with excellent time management and self-motivation skills.

## Nice to Have - Knowledge and experience with queueing systems.

• Familiarity with observability tooling (Datadog, Sentry, etc.).
• Familiarity with Postgres, ClickHouse, or similar systems.
• You've used Inngest or have experience with similar products.

## Benefits and Perks - Competitive compensation package.

• Opportunities for professional growth and development in a fast-paced, innovative company.
• Flexible working hours and remote work arrangement.
• Access to modern tools and technologies to accelerate your work.
• Collaborative and dynamic team environment.
• Recognition and rewards for outstanding performance.
• Health and wellness programs to support your well-being.
• Paid time off and holidays to recharge and relax.

- Tip: Make sure to highlight your experience with debugging tools and techniques, as well as your ability to communicate complex technical issues to non-technical stakeholders.

• Be prepared to provide specific examples of times when you had to investigate and resolve complex technical issues, and how you approached those challenges.
• Show your passion for learning and growth, and explain how you stay up-to-date with the latest developments in software engineering and technical support.
• Don't be afraid to ask questions during the interview process — it shows that you're interested in the role and the company, and that you're willing to learn.
• Emphasize your ability to work independently and as part of a team, and explain how you handle conflicting priorities and tight deadlines.
• Keep your resume and online profiles up-to-date, and make sure they showcase your technical skills and experience.
• Be ready to discuss your experience with remote work, and how you stay motivated and productive in a virtual environment.