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Escalation Engineering Lead

Escalation Engineering Lead

hirezy.aiPune
30+ days ago
Job description

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 :

  • Manage 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
  • BASIC QUALIFICATIONS :

  • 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
  • (ref : hirist.tech)

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    Engineering Lead • Pune

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