Escalations Engineer - Pipelines

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