Platform Escalations Engineer
Due to the geographical spread of the team and closest business partners, for this position, we can only consider candidates based in the PDT - UTC time zones.
We're looking for a Platform Escalations Engineer to join the Platform Support Engineering team at Zapier. Zapier’s on a mission to make everyone more productive at work. Zapier has helped over 1.8 million individuals and businesses with their automation needs. Platform Escalations Engineers provide a critical point of escalation within Platform Support Engineering, assisting our Tier 3 Escalations team and our Platform Support team as they work to resolve customer and partner issues that lie deep within our development platform. They also respond directly to partners in our portal, and contribute to documentation, tooling, and sustainability projects to help scale our team and our processes.
If you’re interested in launching your career at a fast-growing and profitable company, then read on…
Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.
You’re empathetic. You’ll be working directly with developers who are building on our platform as they overcome problems. You’re able to put yourself in their shoes and help point them in the right direction—whether that means sending a link to relevant documentation or explaining a more complex concept in clear terms.
You love code and APIs. You are proficient at reading and writing code (with 2+ years as a programmer under your belt) and genuinely enjoy making and maintaining software. You’ve worked with many APIs and have a fundamental understanding of how they work. You have a solid intuition for what could be causing an API to respond to a request with an error, and you know the little tricks you can employ to get misbehaving requests back on track. You're comfortable working with code and logs to diagnose, fix, and safeguard against API issues.
You love figuring things out. You enjoy being presented with situations that don't have an immediately obvious answer and relish finding the solution. You are excited, not intimidated, by problems you don't know the answer to. You love applying the things you have learned to unfamiliar situations in order to see the deeper patterns that connect seemingly disparate issues.
You love variety. You would enjoy a multifaceted role that interacts with a wide variety of people, topics, and issues. The idea of seeing something new and different every day is invigorating. You are able to learn and act quickly to keep up with rapidly changing and sometimes unfamiliar situations.
You’re an excellent written communicator. We’re a 100% remote team, and writing is our primary means of communication at Zapier and to our end users. You have a very strong command of written English and your writing is concise but effective.
You’re solid at time management. You can balance a variety of projects and responsibilities without getting overwhelmed. As a part of a distributed team, you’ll be trusted to work with minimal supervision. As a part of a growing company, you have an opportunity to make a big impact, and you’re keen to build processes that’ll make your job more efficient over time.
Things You’ll Do:
- Help partners identify and resolve problems between their APIs and Zapier over email (Zendesk) and our partner portal
- Create and improve documentation to help users and partners help themselves
- Seek out other opportunities to move the team, the org, and the company forward, such as contributing to building and maintaining internal tools, code review, mentoring
Zapier Compensation Guiding Principles
We believe all Zapiens should be rewarded competitively and equitably, using practices that are simple and transparent. This philosophy ensures we’re able to find, grow, and retain exceptional people from a broad range of backgrounds. Here’s how we define our compensation principles:
- Competitive: Zapier pays well among the technology sector.
- Equitable: Consistent pay practices; competency-based pay.
- Simple: Pay is well understood, and pay practices are built for scale.
- Transparent: Zapiens know how pay works, including how their pay is determined.
The pay ranges for this role are:
United States: 103,900 - 155,900 USD
Canada: 103,900 - 155,900 CAD
United Kingdom: 53,900 - 80,900 GBP
Ireland: 82,600 - 124,000 EUR
A Candidate's compensation package is finalized once the interview process is concluded and accounts for experience, competencies (job knowledge, skills and abilities) and internal equity. We use a competency-based approach to base pay, which means we set pay for all Zapier employees based on their competency and skills demonstrated in their role. In alignment with that philosophy, the upper half of a pay range is typically reserved for individuals who have consistently demonstrated a high level of job knowledge and skills for their current role and level while at Zapier.
For more information on Zapier’s Total Rewards please click.
How to Apply
At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We're looking for the best fit for each of our roles, regardless of the type of education or companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.
After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter!
Zapier is an equal-opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. Ourprovides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.
Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact firstname.lastname@example.org.
Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check outfor a list of countries where we currently cannot have Zapiens permanently working.