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Escalation Engineer III

Escalation Engineer III

hirezy.aiPune
30+ days ago
Job description

KEY DUTIES :

  • Lead investigations into highly complex or persistent product issues with significant customer or business impact
  • Collaborate closely with development, QA, and product teams to uncover systemic issues and contribute to permanent fixes
  • Provide expert-level analysis of defects, including root cause documentation and code-level insights where applicable
  • Represent escalation engineering in customer escalations, executive briefings, and high priority troubleshooting efforts
  • Identify patterns across escalations and drive initiatives to reduce recurrence
  • Take ownership of communication strategies for complex or ongoing customer issues
  • Contribute to internal technical documentation, support tools, and team-wide best practices
  • Help define quality metrics based on escalation trends and work cross-functionally to improve product reliability
  • Guide other escalation engineers and serve as a mentor or peer reviewer on challenging cases
  • Actively contribute to Agile ceremonies and backlog refinement with a focus on technical debt, product quality, and customer success
  • Other duties as assigned

BASIC QUALIFICATIONS :

  • Typically requires 6 or more years of experience in technical support, escalation engineering, or development roles
  • Demonstrated expertise in investigating, diagnosing, and resolving technically challenging software issues
  • Experience using advanced diagnostic tools and interpreting logs, traces, and performance metrics
  • Familiarity with source code navigation and development tools (e.g., IDEs, Git, debugging frameworks)
  • Proven ability to manage critical escalations, including executive-level communication and customer interactions
  • Strong influencing and leadership skills in cross-functional environments
  • Clear and confident communication skills, including technical writing and verbal updates for internal and external audiences
  • Advanced knowledge of one or more programming or scripting languages relevant to the product stack
  • Proven ability to manage competing priorities, think strategically, and drive long-term improvements
  • Passion for continuous learning, technical excellence, and customer advocacy

    • ref : hirist.tech)

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    Escalation Engineer • Pune