Albiware is a cloud-based platform that empowers restoration contractors to embrace innovative technology by making it simple and accessible. As a Y Combinator-backed company, we are rapidly growing and looking for team members to grow with the company and follow our core values of integrity, innovation, curiosity, social responsibility, and growth.

Job Summary:

We are seeking a highly skilled Escalation Engineer to join our support team. The ideal candidate will have a strong SQL and .NET Core MVC background, with a proven ability to analyze and troubleshoot complex technical issues. As an Escalation Engineer, you will be crucial in resolving escalated customer issues by identifying root causes and implementing effective solutions.

Primary Responsibilities:

• Collaborate with the support team to understand and triage escalated customer issues.
• Utilize SQL and .NET Core MVC expertise to analyze application logs, database queries, and codebase to identify underlying problems.
• Develop and execute detailed troubleshooting plans to isolate and resolve bugs efficiently.
• Communicate effectively with customers to gather additional information and provide status updates on issue resolution.
• Work closely with software developers and product managers to prioritize bug fixes and implement long-term solutions.
• Document troubleshooting steps, resolutions, and best practices for knowledge sharing within the team.

Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related field.
• Proven experience as a Software Engineer, Support Engineer, or similar role.
• Proficiency in SQL, with the ability to write complex queries and analyze database performance.
• Strong knowledge of .NET Core MVC framework and related technologies.
• Excellent problem-solving skills with meticulous attention to detail.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Exceptional communication skills, both verbal and written.
• Experience with customer-facing roles and a customer-focused mindset is a plus.

Preferred Qualifications:

• Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform.
• Familiarity with DevOps tools and practices, including continuous integration and deployment.
• Understanding of agile software development methodologies.

Benefits:

• Good balance of personal autonomy and team collaboration on projects.
• Work product has a direct impact on the flagship product with regular (and positive!) client feedback.
• High level of client adoption and use of flagship products and features.
• Working on a team of smart, kind humans passionate about leveraging technology to solve real-world problems.
• Competitive salary.
• Generous PTO.
• Company Holidays + 2 Floating Holidays.
• Medical, dental, and vision insurance with a large portion subsidized by the company.
• Continuing education, mentoring, and career development opportunities.
• 401k Plan + Matching.