Buildkite - Escalations Engineer
Requirements
• 5+ years of experience in engineering • Comfortable working in a Ruby on Rails monolith — able to read, debug, and modify production code confidently • A track record of taking problems from symptom to root cause without losing focus or scope • Pattern recognition — you see recurring issues and propose systemic fixes rather than one-off patches • Comfortable in customer-facing conversations when escalations require it — can triage in real time, communicate clearly, and give customers confidence they're in the right hands • Comfortable with performance at scale — N+1 queries, indexing strategies, diagnosing slow paths • Experience using observability tools like Datadog, Honeycomb, etc. • Care about code quality and know how to balance perfect with practical • Calm and consistent under high volume — finish what you start • Understand good development practices: clear commits, thoughtful pull requests, and reliable tests with tools like RSpec • Key Technical Stacks & Components: • RDS Performance Insights
Responsibilities
• Own L3 escalations end-to-end — from symptom through diagnosis to a shipped fix • Work in our Ruby on Rails monolith and PostgreSQL databases to resolve issues at the source • Spot recurring patterns in support load and ship product changes that eliminate the underlying cause — the best support ticket is the one that never gets opened • Partner with Support, TAMs, and Solutions Architects on technical diagnostics for high-impact customers • Lead the engineering side of incident response when production issues require deeper investigation • Help improve the onboarding and migration experience for customers moving onto Buildkite from other CI/CD platforms • Take customer wins from intake to delivery — own them, follow through, don't drop the ball • Contribute to architectural discussions on platform reliability and customer experience • Provide or respond to feedback on GitHub pull requests
Benefits
• At Buildkite, we value kindness, autonomy, and collaboration. You'll be part of a remote-first company where your work can make a meaningful impact – empowering engineers worldwide to build and deliver better software faster. • Competitive compensation and benefits package • Flexible, remote-first culture • Opportunities for professional growth, leadership, and technical ownership • Work alongside talented, passionate engineers building world-class developer tools • A collaborative, inclusive, and innovative culture where your ideas make a real impact
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