Escalation Engineer

📋 Description

• Own and drive resolution of escalated customer issues and critical situations, ensuring timely
• Work on critical customer cases and resolve them within established/expected resolution timelines
• Participate in a 24x7 support operation, including an on-call rotation (as required) and
• Reproduce customer-reported issues in controlled environments to validate defects and provide
• Create and maintain technical knowledge base/support database entries to document troubleshooting

🎯 Requirements

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new
• Bachelors with 8 plus years of experience as a Support Engineer or Senior Support Engineer
• Proven experience in handling critical escalations and driving them to successful resolution
• A strong professional drive to thrive in a high-pressure environment of daily escalations and a
• Proficiency in troubleshooting network issues using standard diagnostic tools (e.g., Ping

🎁 Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!