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Escalations Engineer - Pipelines at Buildkite. . Location: ANZ Region. 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, don't drop the ball. . Contribute to architectural discussions on platform reliability and customer experience. . Provide or respond to feedback on GitHub pull requests. . . 🎨 What You Bring. . . 5+ years of experience in engineering. . Comfortable working in a Ruby on Rails monolith — able to read, debug, and modify production code confidently. . A track record of taking problems from symptom to root cause without losing focus or scope. . Pattern recognition — you see recurring issues and propose systemic fixes rather than one-off patches. . Comfortable in customer-facing conversations when escalations require it — can triage in real time, communicate clearly, and give customers confidence they're in the right hands. . Comfortable with performance at scale — N+1 queries, indexing strategies, diagnosing slow paths. . Experience using observability tools like Datadog, Honeycomb, etc.. . Care about code quality and 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, and reliable tests with tools like RSpec. . . Key Technical Stacks & Components:. . . Ruby on Rails. . PostgreSQL. . GraphQL. . React. . Datadog. . Amazon ECS. . RDS Performance Insights. . Terraform. . Redis. . Kafka. . . ✨ Why Join Buildkite. . At Buildkite, we value kindness, autonomy, and collaboration. You'll be part of a remote-first company where your work can make a meaningful impact – empowering engineers worldwide to build and deliver better software faster.. . . Competitive compensation and benefits package. . Flexible, remote-first culture. . Opportunities for professional growth, leadership, and technical ownership. . Work alongside talented, passionate engineers building world-class developer tools. . A collaborative, inclusive, and innovative culture where your ideas make a real impact. . .  . 🌈 Equal Opportunity Employer. . At Buildkite, we value diversity and celebrate all types of skills, backgrounds, and experiences. We’re dedicated to fostering an inclusive environment and providing reasonable accommodations throughout our recruitment process.. . If you need any accommodations or support during the application or interview process, please reach out to us at [email protected].