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Escalations Engineer - Pipelines

1 month, 2 weeks ago
New Zealand, Australia
Full-time
Senior
Software Engineer
Software Development
AWS Datadog GraphQL Kafka PostgreSQL React Redis RSpec Ruby on Rails Terraform
Apply Now
Buildkite

Buildkite

Buildkite: Powerful CI/CD platform for fast, secure, and scalable pipelines on your own infrastructure, offering flexibility, security, and data-driven insights.

Commercial Services & Supplies
51-250
Founded 2014
$41M raised
View All Jobs 9

Description

  • Own L3 escalations end-to-end, from initial symptom through diagnosis to a shipped fix.
  • Work in the Ruby on Rails monolith and PostgreSQL databases to resolve issues at the source.
  • Identify recurring support patterns and implement product changes that eliminate underlying causes.
  • 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.
  • Improve the onboarding and migration experience for customers moving from other CI/CD platforms.
  • Own customer requests from intake to delivery and ensure follow-through.
  • Contribute to architectural discussions on platform reliability and customer experience.
  • Review and respond to feedback on GitHub pull requests.

Requirements

  • 5+ years of experience in engineering.
  • Comfortable working in a Ruby on Rails monolith and able to read, debug, and modify production code confidently.
  • Track record of taking problems from symptom to root cause without losing focus or scope.
  • Strong pattern recognition and the ability to propose systemic fixes rather than one-off patches.
  • Comfortable in customer-facing conversations, including real-time triage and clear escalation communication.
  • Comfortable working on performance at scale, including N+1 queries, indexing strategies, and diagnosing slow paths.
  • Experience using observability tools such as Datadog or Honeycomb.
  • Care about code quality and know how to balance perfect with practical.
  • Calm and consistent under high volume and able to finish what you start.
  • Understand good development practices, including clear commits, thoughtful pull requests, and reliable tests with tools like RSpec.
  • Experience with GraphQL, React, Amazon ECS, RDS Performance Insights, Terraform, Redis, or Kafka is a plus.

Benefits

  • 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.
  • Collaborative, inclusive, and innovative culture where your ideas can make a real impact.

Interested in this position?

Apply directly on the company website

Apply Now

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