Lead Escalation Engineer

Lead Escalation Engineer

Office : India - Bangalore

• Summary

Do you thrive in a start-up vibe? Were you built for a small, nimble, and dynamic team that's ready to win? If you answered yes, we want to talk to you! We are now going back to our roots as a standalone business unit to focus on our SaaS businessan area where we see growth potential. This business unit is unique, and we certainly aren't afraid to stand out from the crowd and tackle the bigger competitors.

As the Lead Escalation Engineer in the Escalation Support Team, you will take on a leadership role in managing and resolving complex technical issues faced by customers that require advanced troubleshooting and in-depth expertise. You will be responsible for overseeing the escalation process, guiding the team in troubleshooting, collaborating with cross-functional departments, and ensuring timely and effective issue resolution. Your role will involve mentoring and developing team members, optimizing support processes, and acting as a point of escalation for critical cases. The position demands a strong technical background, exceptional problem-solving abilities, and excellent communication skills to interact with team members, customers, and internal stakeholders.

Role Overview

Now, let's get to the details. This role includes :

Customer Interaction : Actively monitors the interactions of other engineers in the team with their customers, looking for improvement opportunities and looks for ways to address them. Frequently uses Case Audit data to help cases get addressed properly and fast. Also ensures engineers are setting the right customer expectations and ensures timely updates progress.

Escalation Management : Takes ownership of customer escalated technical issues and finds a way to address accordingly. Appropriately captures expectations, create resolution action plans and closely monitor the progress of the escalated case are some of the skills a Technical Lead should frequently display.

Communication and Coordination : A Lead Escalation engineer should possess a strong drive for Problem Solving by fully understanding the scope of the customer's problem and creates an accurate action plan for resolution. Also, he should capture learning opportunities and share with the team.

Collaborative Problem-Solving : Gathers product opportunities and problems to work with product development, quality assurance, and other teams to escalate, prioritize, and resolve issues efficiently. Advocate for customers' needs and experiences within the organization.

Escalation Guidelines : Frequently reviews the escalation procedures and service-level agreements (SLAs) to look for opportunities or improvements and works to address such opportunities.

Incident Analysis : Actively analyzes problem trends to prevent similar issues from recurring. Creates reports for PM visibility and align relevant stakeholders.

Knowledge Sharing : Passionate advocate for the improvement of the support team capabilities by sharing knowledge, creating documentation, and actively participating in knowledge base development. Gathers feedback from other team members for process / article update. Actively find knowledge gaps on our articles for improvement.

Process Improvement : Identify areas for improvement in support processes and workflows, and proactively suggest enhancements to increase efficiency and customer satisfaction.

Advanced Troubleshooting : Utilize your extensive technical knowledge to conduct thorough analysis of complex issues, identify root causes, and propose effective and innovative solutions. Conducts Case Audits to identify learning opportunities.

Mentoring and Training : Provide guidance and mentorship to junior support engineers, helping them enhance their technical skills, troubleshooting methodologies, and customer interaction abilities.

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