Teams at Buildkite

The Escalations Engineer will own the engineering response to customer escalations, engaging in root cause analysis and leading systemic changes to improve support efficiency and product reliability in a Ruby on Rails environment.

Own and standardize incident management across engineering: lead high-impact incident responses, coordinate resolution, run postmortems and ensure follow-ups, coach engineers on response and communication, and improve tooling and processes to eliminate recurring failures.

Lead post-sale success for a portfolio of enterprise customers: drive adoption, retention, and expansion; own account health and renewals; engage executives; orchestrate AE/TAM/Product/Support; run EBRs; surface expansion opportunities; and shape CS playbooks as a founding team member.