Senior Software Engineer, Builders

Investigate and resolve high-severity customer escalations across the product, shipping reliable fixes under time pressure. Own the full escalation lifecycle from investigation and customer updates through root-cause analysis and long-term remediation. Partner with CS, product, and engineering to coordinate fixes, identify recurring patterns, and improve monitoring, error handling, and failure modes. Contribute to runbooks and observability, participate in rotating on-call, and raise the codebase quality via reviews and post-mortems.