Principal Support Engineer – Customer Reliability & Escalations Engineering

About the Role

We are seeking a Principal Support Engineer to serve as a senior technical authority and escalation leader for our most critical customer‑impacting issues across our platform ecosystem. This role requires leading critical customer escalations, driving root cause analysis across multiple technology layers, partnering with Engineering and Product leadership, and communicating with senior stakeholders up to Director and VP level.

Responsibilities

• Own and lead resolution of high‑priority Sev1 and Sev2 incidents impacting strategic customers.
• Drive end‑to‑end troubleshooting across applications, integrations, cloud infrastructure, databases, and distributed systems.
• Lead cross‑functional incident response and technical war rooms involving Engineering, Product, Operations, Security, and external partners.
• Perform deep root cause analysis using logs, metrics, traces, database analysis, and application diagnostics.
• Partner with Engineering teams to ensure permanent corrective actions are implemented, validated, and communicated.
• Identify recurring issues and drive improvements in reliability, observability, automation, and operational efficiency.
• Serve as a trusted technical advisor during executive‑level customer escalations and critical business events.
• Mentor engineers, influence technical priorities, and promote best practices in incident management and problem resolution.

Qualifications

• 15+ years of experience in Technical Support Engineering, Site Reliability Engineering (SRE), Platform Engineering, Application Support, or Production Support environments.
• Proven success owning and leading enterprise‑critical Sev1 and Sev2 incidents through resolution.
• Experience supporting large‑scale SaaS, cloud‑based, or enterprise software platforms in customer‑facing environments.
• Strong expertise troubleshooting REST APIs, integrations, authentication services, distributed systems, cloud platforms, databases, and microservices architectures.
• Hands‑on experience with AWS, Azure and/or GCP, Kubernetes, containers, Linux, and modern observability tools such as Datadog, Dynatrace, Splunk, Grafana, New Relic, AppDynamics, or Elastic.
• Demonstrated ability to conduct complex root cause investigations across multiple technical domains and stakeholder groups.
• Exceptional communication skills with the ability to engage effectively with engineers, architects, business leaders, Directors, and Vice Presidents.
• Preferred experience in Software Engineering, DevOps, SRE, CI/CD environments, scripting (Python, Bash, PowerShell), and large‑scale cloud, fintech, payments, or enterprise technology organizations.

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