Escalations Engineer

The Escalations Engineer plays a critical role in resolving our most complex customer issues with speed, precision, and empathy. This position bridges the gap between Support, Engineering, and Product teams—owning escalations end-to-end, performing deep technical analysis, and turning insights into reusable tools and documentation that improve future support outcomes. In this role, you’ll use SQL forensics, diagnostic tooling, and light automation to identify root causes, deliver timely customer-safe updates, and prevent recurrence through clear communication and knowledge capture. You’ll be at the center of the customer experience for our most critical situations—helping ensure confidence, stability, and continuous improvement across HungerRush 360.