The Escalation Engineer resolves complex customer issues escalated to R&D, analyzes problems, develops solutions, and trains support engineers.
Description
Requirements
Role Description & Responsibilities
As the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.
- Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our products
- Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers
- Create and implement any necessary diagnostic tools, patches, and fixes
- Develop a working solution based on the root cause you discover, or escalate to R&D teams
- Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue
- Identify patterns in escalated customer issues, and then design and implement solutions for our customers
- Provide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the product
- Train Technical Support engineers to help them resolve support cases more efficiently
Requirements
- At least 3 years of experience as a backend developer, including at least 2 years of experience with Java (Spring, Hibernate). Kotlin experience – an advantage
- Proficient in MongoDB and SQL
- Knowledge with Linux
- Excellent troubleshooting skills and a proactive, accountable mindset
- Excellent verbal and written communication skills (including technical writing)
- Ability to communicate effectively, responsibly and respectfully with customers
- Previous experience working in an escalation support or customer-facing engineering role – an advantage
- Familiarity with observability tools (e.g., logs, metrics, traces) – an advantage
Top Skills
Java
Linux
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