We are looking for an Escalation Engineer to join our team. In this role, you will play an integral part in solving critical technical challenges faced by client-facing teams, driving customer value, and enhancing operational efficiency.
Engaging with customers on escalated support issues or important customer situations.
Participating in a 24x7 Support Operation and 24x7 on-call rotation.
Working with Engineering and assisting the customer with testing or troubleshooting.
Reproducing customer issues to verify problems and provide feedback to Engineering and Operations teams.
You are a problem-solver who is energized by finding solutions to complex technical challenges, knowing that tackling tough issues delivers the highest impact.
You are customer-obsessed, building deep empathy for internal and external stakeholders and anchoring every decision in solving real-world customer problems.
You operate with urgency, balancing speed and technical quality to execute swiftly and deliver high-impact results for both the customer and the team.
You act like an owner with a strong bias for action, taking full accountability for outcomes and navigating seamlessly between high-level strategy and hands-on…
Experience: Senior-level · 8+ years
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