Buildkite
Technology
EscalationsEngineer-Pipelines
Neural analysis suggests this role is
optimal for Senior candidates.
“Escalations Engineer - Pipelines at Buildkite. Skills: Escalations management, Root cause analysis, Systemic fixes. Own L3 escalations end-to-end. Resolve issues at the source”
What You'll Achieve.
Make Buildkite stickier; Make Buildkite more reliable
Industry & Context.
Root cause analysis; Diagnose issues; Spot patterns; Troubleshooting
What They're Looking For.
Must Have
5+ years of experience in engineering, Comfortable working in Ruby on Rails monolith, Able to read, debug, and modify production code, Pattern recognition, Comfortable in customer-facing conversations, Can triage in real time, Communicate clearly, Give customers confidence, Comfortable with performance at scale, Experience using observability tools, Care about code quality, Know how to balance perfect with practical, Calm and consistent under high volume, Finish what you start, Understand good development practices, Clear commits, Thoughtful pull requests, Reliable tests
Nice to Have
Experience with Ruby on Rails monolith, N+1 queries, Indexing strategies, Diagnosing slow paths, RSpec
What You'll Do.
Own L3 escalations end-to-end
Resolve issues at the source
Spot recurring patterns
Eliminate underlying cause
Partner on technical diagnostics
Lead engineering incident response
Improve onboarding experience
Improve migration experience
Take customer wins to delivery
Contribute to architectural discussions
Provide feedback on pull requests
Respond to feedback on pull requests
How You'll Work.
Team & Collaboration
Partnering with Support; Partnering with TAMs; Partnering with Solutions Architects; Work across time zones; GitHub pull requests
Communication Scope
Customer-facing conversations; Communicate clearly
Process & Methodology
Take ownership
Full Job Description
About Buildkite At Buildkite, our mission is to unblock every developer on the planet. We've rethought how software delivery should work and have built a platform that is fast, reliable, secure, and able to scale to the needs of the most demanding high-growth tech companies globally including Uber, Airbnb, Shopify, Canva, PagerDuty, Lyft, and Pinterest. Our engineering teams work across AU/NZ and US Pacific time zones — a deliberate choice that lets us move fast with real-time collaboration. At the moment, we are prioritising engineers who are based in the AU/NZ region. Job Overview In this role, you'll own the engineering response to the hardest problems our customers run into. You'll work inside the Pipelines team — partnering closely with Support, TAMs, and Solutions Architects — to take escalations from symptom to root cause, ship fixes back into the product, and remove the underlying causes of recurring tickets. This is a deliberately different role from the traditional support engineering hamster wheel. We're not looking for someone to just clear tickets faster. We're looking for someone to own the space — to spot patterns, drive systemic fixes, and make Buildkite stickier and more reliable for the customers who depend on it most. 🚀 What You'll Do Own L3 escalations end-to-end — from symptom through diagnosis to a shipped fix Work in our Ruby on Rails monolith and PostgreSQL databases to resolve issues at the source Spot recurring patterns in support load and ship product changes that eliminate the underlying cause — the best support ticket is the one that never gets opened 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 Help improve the onboarding and migration experience for customers moving onto Buildkite from other CI/CD platforms Take customer wins from intake to delivery — own them, follow through, do
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