Technical Escalation Engineer

Pigment • 3 years ago
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Salary
$69k – $101k per year
Location
Remote/Hybrid (Toronto, Canada)
Seniority
Senior · 5+ years exp
Employment
Full-Time
Overview
Company
Impact
Profile match

Pigment

Pigment is a SaaS company that builds planning and performance management software for organisations that need a clearer, faster way to budget, forecast and track results. Many finance and business teams still rely on spreadsheets or older planning tools that are difficult to maintain, slow to update, and hard to share across departments. Pigment’s product is designed to bring financial and operational planning into a single platform, so teams can model different scenarios, collaborate on assumptions, and keep plans aligned as business conditions change.
pigment.com • Paris • London • Toronto • Austin • San Francisco • Financial Services • Business Intelligence • Software • 501-1000 employees

The Opportunity

We are looking for a Technical Escalation Engineer to work with our Engineering team.

You will act as a liaison between the Customer Support Team and the Engineering teams to be the safekeeper of the Pigment platform.

Together with your counterparts, you will secure the necessary means so we proactively watch and prevent issues from occurring and ensure that any event happening in production is addressed the way it should.

Nothing shall pass! It's a role where you are encouraged to take many initiatives.

You will have the opportunity to step back on our practices and propose improvements to the way we work, to increase customer satisfaction and protect the productivity of Product and Engineering teams.

It is a key role with an organization-wide impact.

Come scale Pigment with us!

Who you are

More than a specific profile, we are looking for someone with a lot of passion and curiosity.

You have:

- 5+ years experience in either L3 technical support, software incident management, or technical lead

- You are at ease with understanding code or technical concepts with prior experience to demonstrate

- You are at ease with building data models (prior experience a plus)

- You are curious about how things work and do not hesitate to be hands-on

- You are a team player with a problem-solving mindset

- You have a strong sense of ownership, perseverance, due diligence

- You are able to explain and summarize information out of complex technical issues

- You are very well organized with a good sense of priorities

- You like to take initiatives

- You think customer-first

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