Technical Escalations Engineer 2 (Service Management - Service Response) - APJ

📋 Description

• Develop deep technical expertise as the product evolves.
• Investigate escalations; lead high-stakes calls; drive urgent solutions.
• Run office hours; deliver learning sessions; mentor GSE.
• Partner with Engineering and Product to drive improvements; advocate for customers.
• Be the global go-to for Service Management features (on-call, incidents, mobile alerts, cross-team).
• Investigate escalations involving missed alerts, incorrect on-call routing, broken integrations.

🎯 Requirements

• Self-driven problem solver; continuous learner.
• Strategic, client-centric thinker; enhances CX.
• Independent, fast learner; adapts to evolving priorities.
• Collaborator and mentor; raises the team's technical bar.
• On-call, incident response, postmortems, and teamwork experience.
• Experience with Zendesk, Jira, Confluence; familiar with PagerDuty/Opsgenie/Slack/Teams.

🎁 Benefits

• Best-in-breed onboarding.
• Generous global benefits.
• Mentor/buddy program for in-house networking.
• New hire stock equity (RSUs) and ESPP.
• Continuous professional development, product training, and career pathing.
• Inclusive culture; join Community Guilds and Inclusion Talks.