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About the Role
This is a new, deep technical role within the Product Support function, focusing on resolving complex issues that outgrow first-line support. You will reproduce intermittent bugs, integration failures, and data problems, resolving them independently or providing detailed diagnoses for engineering. You will act as a liaison between Support and Engineering, protecting engineering time while advocating for critical issues. A key aspect of the role is to reduce future escalations by creating tooling, documentation, and permanent fixes.
Responsibilities
- Own technical escalations from first-line support to resolution, managing SLAs and customer communication.
- Assess issue severity and impact accurately for appropriate prioritization.
- Manage communications during live incidents, providing updates to internal stakeholders.
- Hold teams accountable for issue resolution and ensure customer communication loops are closed.
- Reproduce reported issues across various devices, platforms, and configurations.
- Analyze logs, monitoring tools, and API traffic to determine root causes.
- Independently resolve issues using APIs and back-end tooling, correcting data and configurations.
- Investigate end-to-end integration and authentication problems, including SSO and third-party APIs.
- Produce clear root cause analyses for both customer and engineering audiences.
- Collaborate with the rapid response engineering team, providing detailed reproduction steps and hypotheses.
- Create actionable bug tickets and represent customer impact in prioritization discussions.
- Verify fixes before customer release and confirm post-release resolution.
- Identify recurring failure patterns to inform product and engineering planning.
- Develop diagnostic tooling, scripts, dashboards, and runbooks to empower the Product Support team.
- Upskill Product Support Specialists through documentation, walkthroughs, and pairing.
- Improve alerting and monitoring to proactively identify issues.
- Identify gaps in product observability and advocate for necessary improvements.
Requirements
- Experience in a technical escalation, escalation engineering, application support, or technical support engineering role within a SaaS business, or a transition from software engineering, DevOps, or a senior technical support position.
- Comfortable working in a terminal, analyzing logs, and querying data with SQL.
- Ability to read API requests and responses and use monitoring/observability tooling.
- Understanding of modern web and mobile application architecture, including APIs, authentication, integrations, and background jobs.
- Methodical approach to problem-solving under pressure.
- Clear written communication skills for both technical and non-technical audiences.
- Ability to determine when to escalate and when to push back on escalations.
- Customer-centric approach, understanding the impact of issues on frontline workers.
- Ability to work independently and prioritize competing urgent tasks.
- Ability to work from the Sydney office at least 3 days a week.
Skills
- Technical Escalation
- SaaS Support
- SQL
- API Analysis
- Monitoring Tools
- Observability Tooling
- Web Application Architecture
- Mobile Application Architecture
- Authentication
- Integrations
- Problem Solving
- Communication
- Customer Service
- Prioritization
- Diagnostic Tooling Development
- Scripting
- Runbook Creation
- Root Cause Analysis
- Bug Tracking
- SSO
- SAML
- SCIM
- HR System Integrations
- Cloud Infrastructure
- On-call Rotas
- Post-Incident Reviews
- AI Tools for Investigation
- Internal Communications Tools
- Asynchronous Communication
Location
- Sydney
Work Type
- Hybrid
Experience Level
- Technical Escalation
- Escalation Engineering
- Application Support
- Technical Support Engineering
- Software Engineering
- DevOps
- Senior Technical Support
Salary/Compensations
- Competitive salary
Benefits
- Generous equity allocations with significant upside potential
- 25 days annual leave per year (+ public holidays!)
- Equipment needed to do a great job
- Private healthcare stipend
- Social events (lunches, breakfasts, nights out)
About the Company
- Blink enables mobile enterprise workers, the backbone of the global economy, to be productive, informed, and engaged while on the move.
- The company aims to be the #1 choice for the mobile enterprise, building a workplace 'super-app'.
- The team is motivated, positive, social, and values knowledge sharing and healthy debate.
- Blink offers the opportunity to be part of something impactful, large-scale, and meaningful with a strong purpose and an ambitious, supportive team.