Escalation Engineer

Software Engineering


The Escalation Engineer will take point on Mercent’s most complicated and sensitive technical troubleshooting efforts through root cause analysis, troubleshooting, and quick-fix engineering of customer issues in our flagship product, Mercent Retail.


  • Investigate escalated support incidents in collaboration with Mercent’s support, engineering, IT, and client services teams. Typical incidents involve examining database data, reading SQL stored procedure and C# code, reproducing issues in test, and communicating findings.
  • Develop tools and process improvements that address long-term system administration, support concerns, and personal productivity.
  • Analyze system log and report data to understand activity patterns, changes, and issue impact.
  • Communicate problem descriptions, issue status, and steps taken for inter-department triage.


  • 3 – 5 years’ experience working in a technical role within an IT or software organization.
  • Knowledge of at least one general-purpose programming language such as C# or Java. Experience with C# preferred.
  • Experience with SQL database queries and stored procedures. Experience with Microsoft SQL Server preferred.
  • Hands-on experience with scripting languages and environments, especially Windows PowerShell and the Windows Command Shell.
  • Ability to analyze and explore quantitative data, then communicate conclusions using Excel.
  • Experience troubleshooting and debugging complex, distributed applications 
  • Ability to prioritize issues and self-manage a dynamic workload
  • Prior Developer Support or Technical Support experience preferred
  • Prior QA or Engineer-in-Test (SDET) experience preferred
  • Interest in learning AWS or other Cloud Infrastructure Services 


Bachelor's degree in MIS, Computer Science, related field, or equivalent work experience is required.

Primary Location

United States - Washington State - Seattle

How To Apply

Please send your resume and cover letter to with the position title in the subject line.

Equal Opportunity and Diversity

Mercent firmly believes in equal employment opportunity for all and the importance of each employee as an individual. It is the policy of Mercent that there will be no discrimination against any employee or applicant for employment on the basis of race, color, religion, creed, national origin, citizenship, marital status, gender, age, sexual orientation, veteran status, political ideology, ancestry, the presence of any physical, sensory, or mental disabilities, or other legally protected status. The policy pertains to all personnel-related activities including hiring, work schedules, promotions, demotions, transfers, advertising, terminations, compensation, benefits, and training. A strong commitment by each employee is necessary to ensure equal employment opportunity for all.

About Mercent

Through its award-winning Mercent Retail™ technology Mercent helps large brand name retailers, including 1-800-Flowers, the Home Shopping Network, GUESS?, L'Occitane USA and others, reach and convert consumers shopping online. Supported purchasing destinations include, Google, eBay, Bing, comparison shopping engines (CSEs), affiliate networks, social shopping sites and paid search and display advertising campaigns. The company was founded by veterans, is venture-funded, and based in Seattle, WA.

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