Support Escalation Engineer

PubNub powers real-time interactive experiences that drive engagement, retention, and monetization. Our market-leading platform for real-time interactive apps enables customers to efficiently and effectively build, manage, and optimize engaging apps that captivate and delight users. PubNub is comprised of a secure, low-latency network and developer platform that scales globally, along with powerful tools for product owners that provide real-time insights and ground-breaking live optimization capabilities. 

Founded in 2012, PubNub is backed by notable investors like The Raine Group, Sapphire, Scale, Relay, Cisco, Bosch, Ericsson, and HPE. To date, over 2000 companies worldwide, including Amazon, RingCentral, Gameloft, and DAZN, choose PubNub to build and enhance large-scale apps that launch quickly to engage, monetize, and retain users.

At PubNub, we foster a flexible and collaborative work environment. You can work remotely, or from our beautiful Katowice office in the KTW building, or a combination of both—tailoring your work style for maximum productivity and impact. 

Job Summary

We are looking for a dynamic, technically skilled, and customer-centric person to join our team as a Technical Support Escalation Engineer. You must have an excellent presence of mind and communication, coding, and problem-solving skills to continue building trust in our product.  You’ll also advocate for our users and champion improvements across the product and processes.  You’re an excellent fit for the role if you enjoy resolving a diverse range of real-time problems, love learning, and are highly motivated to deliver exceptional user outcomes. 

• Have a breadth of knowledge of our Products, SDKs, and Infrastructure
• Take ownership and independently triage and troubleshoot technical support requests received via the ticketing platform, Slack Connect, web chat, and phone in a timely manner
• Manage communications and expectations with customers at all levels to maintain positive relationships
• Seek to reproduce customer issues, which may include writing or modifying code, and, when necessary, work closely with multiple sub-departments within engineering to ensure a speedy resolution
• Analyze, troubleshoot, and evaluate existing network systems
• Collaborate with our Sales and Solution Architects teams on priority customers and proactively strategize on new key customers
• Work with specific customers closely as their dedicated support agent during their live virtual events
• Perform the role of on-call Support team lead during a service incident, working directly with the Communication Manager
• Working in an on-call rotation on weekends and holidays
• Contribute helpful content to our internal Knowledge Base and create code samples, tutorials, and articles for the external Knowledge Base
• Work with Product to document new features, enhancement requests, and product suggestions directly from customers
• Assist with Tier 1 level support tickets as needed
• Collaborate with other support agents by monitoring the support queue and unveiling issue trends

• 4+ years of technical support in SaaS companies with a focus on real-time production systems
• Customer experience focused on the ability to communicate effectively both verbally and in writing with customers, as well as with internal engineers
• Strong experience with at least two of the following languages: Python, Java/Android, Ruby, Go, Node, C/C++, Objective-C/Swift, C#
• Self-starter with excellent project management skills and the ability to stay calm, prioritize, and deliver in a fast-paced work environment
• Deep understanding of third-party integrations, API
• Experience on client platforms such as the web, iOS, and Android
• Familiar with networking concepts like TCP/IP and HTTP
• Strong experience with REST and RESTful APIs
• Strong debugging and troubleshooting skills
• Create prompts, runbooks and KB articles showing Tier-1 agents how to leverage AI copilots safely.
• Strong database skills with the expertise to write and update SQL queries with ease and in-depth log analysis capabilities
• Experience integrating AI functions into Zendesk, Freshdesk or custom ticketing flows.
• Familiarity with observability stacks (Datadog, Prometheus).
• Strong database skills with the expertise to write and update SQL queries with ease and in-depth log analysis capabilities
• Knowledge of and experience with security infrastructure and concepts like public key encryption, key stores, certificate chains, and management 

Preferred Attributes

• Hands-on experience with Zendesk, Google Suite, PagerDuty, Opsgenie, Datadog, and Slack
• Experience being in an on-call rotation
• Bi-lingual
• BS or MS in Computer Science or equivalent

• Innovative Technology: Work with cutting-edge real-time infrastructure used by global leaders.
• Customer Impact: Play a key role in helping businesses build interactive, scalable, and engaging applications
• Growth Opportunities: Expand your expertise in real-time communication while collaborating with a world-class team.
• Flexible Work Environment: Work remotely or from our Katowice office—whichever suits your productivity best