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Jr. Escalation Engineer

| Austin


Position at HotSchedules

The Jr. Escalation Engineer will be responsible for the technical support for our portfolio of products and help keep HotSchedules running smoothly for our large and growing user base. This position will collaborate with our Customer Care team to identify and resolve problems observed in our web, client-side and mobile applications. Strong problem-solving skills, technical knowledge in a variety of areas and the ability to multi-task are essential.

Work closely with our Customer Care team to:

  • Resolve problems preventing our client-side application from successfully interfacing with Point of Sale systems.
  • Diagnose network connectivity problems affecting data transfers from our customers.
  • Identify enhancements and tools that can help the team be even more effective.
  • Determine the root cause of those rare bugs we have
  • Coordinate with Development and QA to get those fixes into the product.
  • Expect to exercise your SQL skills, and work with our Infrastructure group for issues regarding schema and data issues.
  • Populate our wiki with articles on troubleshooting techniques, application functionality, etc.
  • Must be willing to participate in on-call rotation


  • BS in Computer Science/Engineering, Information Systems, related technical field preferred
  • 3+ years supporting production systems
  • Strong verbal and written communication skills
  • Able to discuss technical issues with a non-technical audience
  • Proficiency in troubleshooting, code debugging, performance tuning
  • Must be able to handle multiple issues concurrently and see them through to resolution
  • Must be initiative based and self-motivated
  • Familiar with SCM systems like Subversion, Git/GitHub, Bitbucket, etc.

Should have a minimum of three of the following:

  • Node.js application development (preferred)
  • Comfortable using REST and/or SOAP APIs (preferred)
  • Java and application servers like Tomcat (preferred)
  • Front-end web technologies including CSS, HTML, and JavaScript
  • NoSQL databases such as MongoDB and/or SQL, JDBC, and relational databases
  • TCP/IP networking
  • MS Windows troubleshooting (Sysinternals utilities, etc)
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • DB2Databases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • DynamoDatabases
    • S3Databases


Our office overlooks the 360/Pennybacker Bridge in scenic Northwest Austin. From our rooftop deck you can see Lake Austin and beautiful downtown.

An Insider's view of HotSchedules

What are some social events your company does?

We have Culture Day, where everyone cooks something to eat and drink from different cultures, we also build out a booth and dress like that culture. Then we give everyone a passport that has to be stamped at all the different cultures. It's so fun and our teams really get into it, even making up cultures like The Shire and StarWars.


Sr. Technical Recruiter

What does your typical day look like?

Write some code for a new feature, bug fix, or dev/test tool. Attend a daily stand-up meeting. Sometimes attend a meeting or two. Review code pull requests. Answer questions and help somebody else out with a problem. Oh, and I open a lot of doors on the way to my desk in the morning!


Software Engineer

What makes someone successful on your team?

To be successful at HotSchedules, you have to have an open mind, be self-driven, and willing to go the extra mile. Humility I think is what measures my success. Being able to own your mistakes, figuring out what you can do to improve yourself, and do it.


Project Manager

What kinds of technical challenges do you and your team face?

Every customer is unique and requires their own set of solutions to a wide range of challenges. No two days are alike. I love hearing about these challenges directly from our customers and diving deep to help them find the best path forward.


Solutions Architect

What are HotSchedules Perks + Benefits

Volunteer in local community
We give everyone 4 community service days per year to go and give back to the charity of their choice. We also have one day that we close the entire company down and give back together as a company.
Friends outside of work
Eat lunch together
Intracompany committees
We have a team that is responsible for our office culture. It's called the Torch Team. They plan all of our fun events throughout the year.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Acme employees can contribute up to $3500 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
3 different health insurance plans from United Healthcare. The HDHP premium is covered by the company for you and very small cost for dependents.
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
We match .50 on the 1.00 up to 6%, so if you put in 6%, we'll match 3%.
Performance Bonus
We have an annual cash bonus that is based on both company and individual performance.
Child Care & Parental Leave Benefits
Generous Parental Leave
HotSchedules offers 2 weeks of maternity and paternity leave.
Flexible Work Schedule
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
We give everyone 4 community service days per year to go and give back to their favorite charity.
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Acme Co. hosts company outings Quarterly.
Game Room
Pool table, foosball table, ping pong table, Xbox and PlayStation.
Stocked Kitchen
Some Meals Provided
We cater in lunch every other Friday.
Happy Hours
We have free covered parking for everyone.
Fitness Subsidies
We actually have a free gym onsite.
Professional Development Benefits
Diversity Program
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Beautiful 2222/360 location with rooftop deck and outdoor patio.

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