Escalations Engineer

Job description

Who We Are HungerRush is a leading provider of integrated restaurant technology solutions. HungerRush 360 is our flagship cloud POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from anywhere. The all-in-one system integrates digital ordering (including AI-powered text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators more insight into their customers, more control over their operations, and more power to profitably grow their business. Learn more at . Position Overview The Escalations Engineer plays a critical role in resolving our most complex customer issues with speed, precision, and empathy. This position bridges the gap between Support, Engineering, and Product teams—owning escalations end-to-end, performing deep technical analysis, and turning insights into reusable tools and documentation that improve future support outcomes. In this role, you’ll use SQL forensics, diagnostic tooling, and light automation to identify root causes, deliver timely customer-safe updates, and prevent recurrence through clear communication and knowledge capture. You’ll be at the center of the customer experience for our most critical situations—helping ensure confidence, stability, and continuous improvement across HungerRush 360. This is a remote role. Essential Responsibilities and Duties Own escalations end-to-end: reproduce, isolate, verify, and communicate progress to stakeholders. Perform deep technical analysis (SQL forensics, logs, and telemetry) to identify impact and root cause. Deliver customer-safe updates including clear communication of impact, workaround, and resolution ETA. Document clean repro kits and internal RCA notes to drive faster future resolutions. Maintain and expand the Knowledge-Centered Support (KCS) library—articles, workarounds, and decision trees. Partner cross-functionally with Development, QA, and Product to ensure permanent fixes are tracked and implemented. Automate common checks and repetitive troubleshooting steps using SQL, PowerShell, or macros. Monitor feature releases and flag changes that could impact support volume, publishing “Support Impact” notes proactively. Represent the voice of Support in release readiness and defect triage meetings. Contribute to team culture by modeling HungerRush TRACS values: Team, Respect, Accountability, Customer, and Speed Qualifications 4+ years in technical support, escalations engineering, or a related SaaS troubleshooting role Proven ability to investigate complex technical issues across multiple systems Advanced SQL skills, including joins, CTEs, window functions, and query optimization Strong understanding of logs, APIs, and data structures within web or cloud-based applications Excellent written and verbal communication skills with a customer-first tone Demonstrated ability to work cross-functionally with Support, Product, and Engineering teams Preferred Qualifications and Skills Familiarity with .NET, C#, or similar backend environments Familiarity with scripting (PowerShell, Python, or LINQPad) for light automation Experience with SaaS, POS, or restaurant technology systems Additional Details This position is open to candidates who are authorized to work in the United States, without sponsorship, either now or in the future. At this time, and in the foreseeable future, HungerRush is not able to support assistance with additional visa sponsorship, regarding this specific position. Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above. HungerRush is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.