Staff Engineer - Escalations (Platform/ Cloud)

Kinaxis is a global leader in modern supply chain orchestration, and they are seeking a Staff Engineer to join their Escalations Team. This role involves resolving critical customer issues and enhancing the supply chain optimization software while collaborating with development and support teams.

Responsibilities:

• Coordinate cross‑functional teams to triage and resolve complex customer escalations, ensuring timely resolution and clear communication across stakeholders
• Own high‑level defect remediation end‑to‑end by partnering with engineering and support to drive effective fixes
• Collaborate across teams to troubleshoot diverse customer configurations delivering high‑quality, scalable solutions
• Operate effectively in a fast‑paced environment, consistently meeting demanding customer and business expectations
• Partner with global support and development teams to improve product quality and reliability
• Shape and strengthen the reliability and agility of the Escalations organization
• Serve as a technical mentor, offering guidance and coaching to less‑senior developers while promoting engineering best practices

Requirements:

• 7+ years of relevant experience
• A love of problem solving in real world situations
• Working knowledge of C++, Python, C# or other programming languages
• Familiarity with software at the system level including multi-threading and concurrency
• Ability to work effectively in a fast-paced interrupt driven environment
• Excellent communication and teamwork skills both written and verbal
• Level 3 customer support experience
• Background in, or understanding of, supply chain management
• A.I. Tools such as Prompts (Chat GPT, Gemini, Grok etc), Github Co-pilot
• Cloud platform knowledge (Azure, GCP)
• Ability to troubleshoot API / Web Client issues
• Ability to troubleshoot ML System issues
• Ability to find opportunities to accelerate the SDLC through innovative application of AI or other tooling, while upholding architecture consistency, secure design, and code-quality standards
• Ability to review AI-generated code rigorously for correctness, architectural fit, integration risk, and edge case support with a growth mindset and bias for experimentation