The posting, in Cockroach Labs's own words
archived Nov 13, 2026Category-defining tech. Career-defining work.
For more than a decade, Cockroach Labs has built database technology trusted to power some of the world's most mission-critical applications. Now, as AI transforms how software is created and operated, the infrastructure behind it has to keep pace. Cockroach Continuum is built to meet this moment, bringing individual databases together into one fleet designed for agentic applications, where AI agents help teams provision, scale, and optimize workloads at machine speed. The customers you'll work with are some of the most innovative businesses in the world, and the problems they're trying to solve are real and urgent. You'll bring a genuinely differentiated product to a market moving fast, at a company positioned to lead it. The people who thrive here are the ones who want to own that opportunity.
The Role
We're looking for an Escalation Engineer to join the Cockroach Labs Technical Support team in the AMER region. You will be the escalation point for the most challenging customer issues: reviewing, assisting with, or taking over cases that need more expertise or oversight, and driving resolution with other departments. You are expected to work with a high level of autonomy and resolve complex issues quickly. This is a remote role open to candidates in the Pacific or Mountain time zone, as the team operates in Pacific time zone hours.
Read the full posting ↓
You Will
Provide advanced support to customers and front-line technical support engineers to diagnose, troubleshoot, and resolve complex issues via CRM, Slack, video chat, and/or remote access. Act as a point of escalation for tickets with no clear path to resolution where the Technical Support team has exhausted available tools and processes. Identify when a ticket or account requires additional support and act proactively to course correct. Use AI-assisted tooling in your investigations, including log and debug-bundle analysis, reproduction scaffolding, and code reading, and verify its output before it reaches a customer or an engineer. Evaluate how escalations could have been avoided, and contribute to process, tooling, and observability improvements that reduce escalations and time to resolution, including where AI tooling could help. Provide training and mentorship to junior support staff, sharing knowledge and expertise to help them handle complex issues more effectively. Share effective AI workflows with the team, and help front-line engineers learn where AI output is reliable and where it needs independent verification. Maintain detailed and accurate documentation of ongoing cases, including steps taken, findings, and proposed solutions. Advocate for the customer within the organization, ensuring that their concerns are understood and addressed appropriately. Participate in on-call and shift rotations with transfer of cases to other geographic regions in a “follow the sun” methodology. Stay updated on new features, technologies, and best practices related to the products or services supported.