Escalation Engineer
Job Summary
To support a growing technical team, the full-time Escalation Engineer will take ownership of complex customer escalations, collaborating with cross-functional teams to identify root causes and deliver solutions, all while working remotely.
Key responsibilities
- Manage end-to-end customer escalations, including troubleshooting, root cause identification, and resolution across various platforms
- Collaborate with support and engineering teams to investigate complex issues and provide actionable solutions
- Utilize AI-powered diagnostic tools to analyze logs and automate troubleshooting tasks, while maintaining technical documentation
Required qualifications
- 5+ years of experience in technical support, developer support, or service engineering roles
- BS degree in Computer Science, Software Engineering, or a related field, or equivalent experience
- 3+ years of coding experience with proficiency in Java or Python
- Strong understanding of RESTful API design principles and hands-on experience with API tools
- Familiarity with AI/ML concepts and experience using AI-powered tools for troubleshooting
Complete Job Description
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