Staff Engineer - Escalations (Platform/ Cloud)

Location

Hybrid if based in Toronto or Ottawa; remote for other locations in Canada.

Team Overview

Escalations Developers contribute directly to customer trust by resolving critical issues and enhancing our supply‑chain optimization software. You will work closely with core development teams and the customer support organization in a fast‑paced, collaborative environment.

Responsibilities

• Coordinate cross‑functional teams to triage and resolve complex customer escalations, ensuring timely resolution and clear communication across stakeholders.
• Own high‑level defect remediation end‑to‑end by partnering with engineering and support to drive effective fixes.
• Collaborate across teams to troubleshoot diverse customer configurations, delivering high‑quality, scalable solutions.
• Operate effectively in a fast‑paced environment, consistently meeting demanding customer and business expectations.
• Par...