Talent.com
This job offer is not available in your country.
Lead Escalation Engineer

Lead Escalation Engineer

TIBCO Software India Pvt LtdINDIA
30+ days ago
Job description

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.

Your Superhero Uniform Includes :

  • Bachelor's Degree in Computer Science or equivalent experience preferred.
  • 10 years in a support role within the service industry.
  • 3 years of experience supporting ShareFile Suite features and components.
  • Good of Workflow Automation understanding and ability to troubleshoot complex workflows.
  • Ability to analyze complex logs and draw good conclusions for issue resolution.
  • Strong understanding of the TCP / IP protocol stack and secure Web application delivery.
  • Ability to setup and troubleshoot Storage Zone Controllers, SSO, Windows Server roles and features, IIS, AD, DNS, and File servers with little guidance from other employees.
  • Ability to create and use API calls using Postman or other tools.
  • Advanced understanding of OS, Network, and Server troubleshooting.
  • Strong knowledge of load balancing technologies (NetScaler preferred).
  • Strong Knowledge of Windows Server roles and features, IIS, AD, DNS, and File servers.
  • Strong knowledge of Identity providers and SAML 2.0 (Azure, OKTA, ADFS).
  • Strong SQL knowledge, with the ability to create custom queries from the database.
  • Strong knowledge of Networking, including experience in NAS Devices, SSL technologies, Load Balancers (e.g. Citrix Netscaler, Foundry ServerIron, Alteon, F5 BigIp, Cisco CSS), and WAN Optimizers (e.g. Citrix CloudBridge, Cisco WAAS).
  • Strong understanding of DLP, Anti-Virus, and PowerShell.
  • Flexibility to work in shifts or handle on-call duties, especially in 24 / 7 support environments.
  • Preferred :

  • Advanced certifications related to the company's products or industry standards (e.g., ITIL Expert, vendor-specific certifications).
  • Experience with CRM systems, remote support tools, and ticketing systems.
  • Proficiency in scripting languages (e.g., Python, Bash) and coding experience to facilitate complex troubleshooting.
  • Familiarity with cloud computing platforms, virtualization technologies, and network infrastructure.
  • Your Superhero Strengths Include :

  • Excellent verbal and written communication.
  • Excellent skills to listen, assess, determine, and communicate corrective measures.
  • English-speaking proficiency is required, and bilingual skill is a plus.
  • Customer-focused - Our goal is to deliver a world-class customer experience in a fast-paced, changing environment. What we do revolves around the customer!
  • Ability to de-escalate customers in challenging circumstances.
  • Ability to think critically, troubleshoot, and solve complex problems independently.
  • Well-versed in a data-driven, metrics-oriented environment.
  • Achieve operational targets within the role with a direct impact on department results.
  • Has a keen interest in Software-as-a-Service (SaaS).
  • Has a Growth Mindset and is willing to help and mentor colleagues.
  • Create a job alert for this search

    Lead Engineer • INDIA

    Related jobs
    Lead Escalation Engineer

    Lead Escalation Engineer

    Cloud Software GroupBengaluru, Karnataka, India
    Support Engineering Team also known as the escalation team is the highest level technical support team assisting customers to provide timely solutions for their environments and the issues.This tea...Show moreLast updated: 30+ days ago
    Embedded Escalation Engineer Azure AI Foundry

    Embedded Escalation Engineer Azure AI Foundry

    Microsoft India Pvt LtdINDIA
    With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentia...Show moreLast updated: 14 days ago
    Escalation Manager

    Escalation Manager

    FivetranINDIA
    From Fivetrans founding until now, our mission has remained the same : to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonica...Show moreLast updated: 30+ days ago
    • Promoted
    Centific - Escalation & DevOps Engineer

    Centific - Escalation & DevOps Engineer

    Centific Global TechnologiesChennai
    The next frontier of AI begins with Centific Centific is a Seattle-based tech company pioneering the future of AI one breakthrough at a time. Learn how we're transforming t...Show moreLast updated: 30+ days ago
    Moderation Escalation Specialist

    Moderation Escalation Specialist

    RobloxGurugram, Haryana, India
    Gurugram, Haryana, IndiaSafety & SupportID : 5084.Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– ...Show moreLast updated: 14 days ago
    Sr. Escalation Manager

    Sr. Escalation Manager

    forcepointINDIA
    Forcepoint simplifies security for global businesses and governments.Forcepoints all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive...Show moreLast updated: 30+ days ago
    Escalation Lead – Sr. Technical Support Specialist – BIM / Revit

    Escalation Lead – Sr. Technical Support Specialist – BIM / Revit

    AutodeskBengaluru, IND
    Do you like solving problems? Does a 'Thank you very much you've saved my business!' from a customer put a smile on your face? If yes, read on. As Autodesk completes its transition to a fully subscr...Show moreLast updated: 17 days ago
    Customer Support Associate - Escalation Specialist

    Customer Support Associate - Escalation Specialist

    LaundryheapBengaluru, KA, IN
    Quick Apply
    Laundryheap is an award-winning and industry-leading startup that is revolutionising laundry and dry cleaning.We collect, clean, and return customers' items in as little as 24 hours, often making u...Show moreLast updated: 8 days ago
    • Promoted
    Support Escalation Engineer - Troubleshooting

    Support Escalation Engineer - Troubleshooting

    Nazztec Private LimitedBangalore
    Job Title : Support Escalation Engineer Location : Bangalore, India Experience : 2 to 4 Years <...Show moreLast updated: 30+ days ago
    Senior Network Escalation Engineer

    Senior Network Escalation Engineer

    ECIBangalore, INBGLR , IN
    ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of servi...Show moreLast updated: 30+ days ago
    • Promoted
    Escalation Engineering Lead

    Escalation Engineering Lead

    hirezy.aiPune
    KEY DUTIES : - Serve as a senior technical resource for complex escalations and customer-impacting issues -...Show moreLast updated: 30+ days ago
    Escalation Engineer

    Escalation Engineer

    NetskopeIndia
    Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud...Show moreLast updated: 30+ days ago
    Developer Escalation Engineer

    Developer Escalation Engineer

    Hewlett Packard EnterpriseINDIA
    This role has been designed as Onsite with an expectation that you will primarily work from an HPE office.Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people liv...Show moreLast updated: 30+ days ago
    Principal Escalation Manager

    Principal Escalation Manager

    PegasystemsIndia - Karnataka - Bangalore
    The Global Service Organisation team deliver outstanding levels of service and satisfaction to our clients by creating, operating and continuously improving a robust operational framework that is w...Show moreLast updated: 12 days ago
    Advisory-MITS-Escalation Engineer-L5

    Advisory-MITS-Escalation Engineer-L5

    bdo rise private limitedINDIA
    Advisory-MITS-Escalation Engineer-L5.Advisory-MITS-Escalation Engineer-L5.Handle and resolve escalated technical issues related to Azure, networking, M365 products, and on-premise environments.Coll...Show moreLast updated: 14 days ago
    Escalation Engineer

    Escalation Engineer

    ZscalerINDIA
    Serving thousands of enterprise customers around the world including 40 PERCENT of Fortune 500 companies, Zscaler (NASDAQ : ZS) was founded in 2007 with a mission to make the cloud a safe place to ...Show moreLast updated: 30+ days ago
    Escalation and Integration Lead

    Escalation and Integration Lead

    Fortive CorporateRemote, Remote, India
    Remote
    We are seeking a highly skilled and experienced HR professional to join our organization as an.HR Shared Services Escalation and Integration Lead. In this critical role, you will be responsible for ...Show moreLast updated: 30+ days ago
    Escalation Enterprise TSE

    Escalation Enterprise TSE

    InfobloxINDIA
    Escalation Enterprise TSE Technical Support.Its an exciting time to be at Infoblox.Named a Top 25 Cyber Security Company by The Software Report and one of Inc. Best Workplaces for 2020, Infoblox is ...Show moreLast updated: 30+ days ago