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Escalation Engineering Lead
hirezy.aiPune30+ days ago
Job descriptionManage a team of Escalation Engineers, from Associate through Principal levels Conduct regular 1 : 1s, performance reviews, and quarterly goal check-ins Drive hiring, onboarding, career development, and succession planning within the team Make recommendations and decisions regarding promotions, merit increases, disciplinary actions, and performance improvement plans Foster a team culture centered on technical excellence, continuous learning, collaboration, and customer-first mindset Establish team metrics and goals aligned to product quality, resolution time, and customer satisfaction Identify training needs and implement professional development strategies for individuals and the group Lead team meetings, case reviews, and knowledge-sharing sessions Align team objectives with broader department and company strategy Typically requires 15 or more years of technical experience, with demonstrated success as a Senior or Principal Escalation Engineer or equivalent Prior experience mentoring or leading technical professionals, either formally or informally Proven ability to resolve complex and high-impact product issues with deep technical analysis and cross-functional collaboration Demonstrated ability to lead through influence and drive initiatives across team and departmental boundaries Strong leadership skills, including coaching, delegation, conflict resolution, and performance management Excellent verbal and written communication skills, especially when engaging with customers and senior leadership Experience with Agile methodologies and managing team contributions to product planning and delivery Proven track record of advocating for team members, fostering psychological safety, and nurturing technical growth Comfortable balancing hands-on technical work with managerial responsibilities
KEY DUTIES :
- Serve as a senior technical resource for complex escalations and customer-impacting issues
- Provide guidance and strategic input on investigation techniques, tooling, and process improvements
- Collaborate with Engineering, Support, and Product teams to influence product quality and resolution efficiency
- Ensure consistency in root cause analysis, documentation, and technical communication across the team
- Represent the escalation team in high-visibility technical initiatives or executive customer briefings
People and Team Leadership :
BASIC QUALIFICATIONS :
ref : hirist.tech)
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Engineering Lead • Pune
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