Support Escalations Engineer

Inngest

Support Engineer at Inngest solving developer problems through investigation and communication. Engaging with customers to troubleshoot issues and improve documentation based on learnings.

Posted 5/19/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $165,000 - $177,000 per yearWebsite

Tech Stack

Tools & technologies

GoSQLTypeScript

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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Hard Skills & Tools

TypeScriptGolangSQLdebuggingAPIsdocumentationproduction codetechnical issue resolutionroot cause analysisticketing systems

Soft Skills

written communicationempathyproblem-solvingcustomer-facingattention to detailpattern recognitioncollaborationexpectation managementadaptabilitycuriosity