SupportEscalationsEngineer

Support Engineering at Inngest is a unique combination of hands-on investigation, deep product knowledge, and human connection. Inngest is solving long-standing developer problems in a novel way, which means our customers are often doing things that haven't been done before. That makes developer support not just important — it's mission-critical. As a Support Engineer, you'll be the bridge between our product and the developers who build on top of it. You'll work directly with our customers: debugging complex issues, investigating root causes, and ensuring they get the most out of Inngest. Just as importantly, you'll feed those learnings back into the engineering and product. This role is equal parts investigation and communication. You'll deeply understand how Inngest works under the hood, how our customers push it to its limits, and what's standing in their way. You won't be flying solo. Our product engineers stay close to users and rotate support duties — but you'll own the L2 layer: the investigation, the customer relationship, and the handoff to engineering when something needs to go deeper or be fixed. You will also collaborate closely with the support engineers working on our L1 layer. What you'll do - Own escalated support from L1: investigate, reproduce, and resolve complex technical issues before they ever need to reach an engineer. - Debug hard problems — read logs, trace execution, reproduce issues locally, and get to root cause. Use modern tools (including AI agents where helpful) to accelerate investigation. - Write clear, well-documented Linear tickets when bugs need engineering attention: repro steps, impact, hypothesis, everything an engineer needs to jump in without context. - Communicate directly with users throughout an investigation — setting expectations, sharing findings, and closing the loop. - Spot patterns across tickets and bring them to product discussions — recurring issues are product signals. - Contribute to internal debugging tooling,