Senior Support Engineer - Escalation Manager

March 12

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Sauce

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Sauce reconnects restaurants with their online customers.

51 - 200 employees

📋 Description

• Sauce is a premier restaurant technology platform that helps businesses grow with our Commission-Free Delivery & Pickup structure and proprietary delivery optimization technology. • As a Senior Support Engineer, you will be responsible for handling advanced technical escalations, monitoring system health, and supporting software releases. • This role requires strong technical expertise, system architecture knowledge, and an ability to manage dependencies across multiple teams. • You will serve as a critical point of contact for incident resolution and release execution, ensuring system stability and seamless software deployments. • As an Escalation Manager, you will be responsible for managing and resolving high-priority technical issues that require coordination across multiple teams. • This role demands strong problem-solving skills, cross-functional collaboration, and the ability to handle high-pressure situations effectively. • You will serve as the main escalation point for critical incidents and ensure timely resolution while improving escalation processes. • You will report directly to the QA Manager!

🎯 Requirements

• 5+ years of experience in technical support, DevOps, QA, or SRE • Strong understanding of system architecture, CI/CD, and system monitoring tools • Experience with cloud platforms (AWS, Azure) • Proficiency in automation tools and scripting (Python, PowerShell, Bash) • Knowledge of ITIL, incident management, and SRE best practices • Excellent communication skills and ability to handle pressure • Strong problem-solving skills with a proactive mindset • Experience in a technical role (engineering, technical support) • Experience in Release Management or Project Management • Experience mentoring or managing teams • Familiarity with SLA and KPI management for service reliability • Ability to understand and solve technical issues with a little guidance • Experience working with MongoDB, DataDog, Jira and/or Slack would be a big plus • Experience with HubSpot for managing customer interactions and support processes • Patient and detail-oriented with a customer-focused, positive attitude • English proficiency at B2+ level; Spanish is a plus • Previous experience working with restaurant industry customers, both restaurants and their diners • You have a(n): Private working space with a steady internet connection Computer or laptop Keyboard and mouse, working webcam and headset with a microphone Primary 24” computer monitor Additional 24” computer monitor (preferred)