Technical Escalation Engineer

Join Pigment: The AI Platform Redefining Business Planning Pigment is the AI-powered business planning and performance management platform built for agility and scale. We connect people, data, and processes in one intuitive, feature-rich solution, empowering every team—from Finance to HR—to build, adapt, and align strategic plans in real time. Founded in 2019, Pigment is one of the fastest-growing SaaS companies globally. Industry leaders like Unilever, Snowflake, Siemens, and DPD use Pigment daily to make more informed decisions and confidently navigate any scenario. With a team of 600+ across Paris, London, New York, Toronto, San Francisco and Austin, we've raised nearly $400M from top-tier investors and were named a Visionary in the 2024 Gartner® Magic Quadrant™ for Financial Planning Software. At Pigment, we take smart risks, celebrate bold ideas, and challenge the status quo—all while working as one team. If you're driven by innovation and ready to make an impact at scale, we’d love to hear from you. The Opportunity We are looking for a Technical Escalation Engineer to work with our Engineering team. You will act as a liaison between the Customer Support Team and the Engineering teams to be the safekeeper of the Pigment platform. Together with your counterparts, you will secure the necessary means so we proactively watch and prevent issues from occurring and ensure that any event happening in production is addressed the way it should. Nothing shall pass! It's a role where you are encouraged to take many initiatives. You will have the opportunity to step back on our practices and propose improvements to the way we work, to increase customer satisfaction and protect the productivity of Product and Engineering teams. It is a key role with an organization-wide impact. Come scale Pigment with us! Who you are More than a specific profile, we are looking for someone with a lot of passion and curiosity. You have: - 5+ years experience in either L3 technical support, software incident management, or technical lead - You are at ease with understanding code or technical concepts with prior experience to demonstrate - You are at ease with building data models (prior experience a plus) - You are curious about how things work and do not hesitate to be hands-on - You are a team player with a problem-solving mindset - You have a strong sense of ownership, perseverance, due diligence - You are able to explain and summarize information out of complex technical issues - You are very well organized with a good sense of priorities - You like to take initiatives - You think customer-first