Escalation Engineer III

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 :

(ref : hirist.tech)