Technical Escalation Engineer

Join Blink, a company dedicated to empowering the mobile workforce. As a Technical Escalation Engineer, you will be the go-to person for resolving complex technical issues that go beyond first-line support. You will work closely with both the support and engineering teams, ensuring that escalations are handled efficiently and effectively. This is a hybrid position based in Sydney, where you will work three days a week in the office.

Missions

• Acting as the single owner of technical escalations from the point they leave first line support through to resolution, keeping the ticket moving and the customer informed within our SLAs.
• Reproducing reported issues across devices, platforms and customer configurations, and narrowing vague reports into a specific, evidenced failure.
• Working alongside the rapid response engineering team as their front line, arriving with reproduction steps, logs, affected accounts and a hypothesis rather than a forwarded ticket.