Support Escalation Engineer
About PubNub
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.
Job Responsibilities
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
Requirements
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
Why Join PubNub?
A dynamic, remote-first company with a global reach with
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
PubNub offers a competitive compensation package (Base PLN10,833 - PLN16,500 per month) and other benefits to attract top talent in addition to stock options, and a generous stipend.
While PubNub's Office is located in Central Katowice, we are open to candidates not located in Katowice. Please note that this role is only open to B2B partnership.
Apply to join us in revolutionizing real-time communication and help shape an interconnected future. Your role here isn’t just a job—it’s a pathway to creating extraordinary experiences that truly matter.
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