Technical Support Escalation Engineer

Escalation Engineers provide advanced technical analysis, incident leadership, and cross‑functional coordination to drive issues to resolution while maintaining clear, consistent communication with customers and internal stakeholders. They are expected to operate independently, exercise strong technical judgment, and proactively engage Development, Cloud Operations, QA, Professional Services, and Product teams as needed.

In addition to incident ownership, Escalation Engineers contribute to continuous improvement by documenting solutions, identifying systemic issues, improving knowledge assets, and mentoring peers with the goal of reducing time‑to‑resolution (TTR) and preventing recurring escalations.

Responsibilities:

o Incident Leadership & Technical Ownership

o Own and lead resolution of the department's most complex and high‑impact customer incidents.

o Perform deep technical troubleshooting across applications, infrastructure, integrations, and customer‑specific configurations.

o Assess customer environments and architectures, including post‑installation and post‑upgrade changes.

o Drive incidents to resolution by coordinating and influencing cross‑functional teams without requiring management direction.

o Manage assigned escalation backlog and provide proactive, accurate status updates to customers and leadership.

o Cross‑Functional Coordination

o Lead multi‑department escalation efforts involving Development, Cloud Operations, QA, Product, and Professional Services.

o Clearly articulate technical findings, risks, and recommended actions to both technical and non‑technical audiences.

o Participate in root cause analysis (RCA) activities and contribute to long‑term corrective and preventive actions.

o Documentation, Knowledge & Enablement

o Produce high‑quality technical documentation, including escalation notes, incident summaries, knowledge base articles, and defect reports.

o Document complex configurations, troubleshooting approaches, and resolutions for reuse across the organization.

o Identify knowledge gaps and contribute to training materials and enablement efforts for Support and adjacent teams.

o Review and provide feedback on product functionality, defects, and release readiness based on real‑world customer impact.

o Customer & Business Partnership

o Build trust with customers by providing clear leadership, empathy, and technical credibility during escalations.

o Assess customer needs and propose value‑add technical solutions aligned with business objectives.

o Collaborate with Sales, Product, and Customer Success to support strategic customer relationships when technical escalation risk exists.

Required Qualifications:

• Bachelor's degree in Computer Science, Engineering, or equivalent professional experience.
• 3-5 years of experience supporting enterprise software solutions in a technical support, escalation, or services role.
• Strong troubleshooting experience across distributed systems, applications, and integrations.
• Working knowledge of:
• Operating systems, databases, networks, and application servers
• Web services, APIs, and service‑oriented architectures
• Experience working with relational databases (e.g., Oracle and/or SQL Server).
• Ability to analyze logs, configurations, and system behavior to isolate root causes.
• Familiarity with enterprise platforms (ERP, CRM, WMS, MES) is a plus.
• (Specific programming languages or platforms may vary by product area and are not required for all assignments.)

Soft Skills:

• Demonstrates strong ownership, accountability, and follow‑through.
• Operates effectively under pressure in customer‑visible, high‑impact situations.
• Communicates clearly, professionally, and confidently with customers and internal teams.
• Able to independently plan, prioritize, and execute work in a dynamic environment.
• Continuous learner with the ability to quickly develop expertise in new technologies.
• Acts as a role model for technical rigor, collaboration, and customer focus.
• Consistently meets or exceeds individual and team objectives.