Job Description :

We are seeking an Escalation Engineer to serve as a strategic interface between Support, Engineering, Product, and other internal teams. You will be instrumental in helping global customers achieve their business goals through exceptional support during critical moments, while also driving operational insights and continuous improvement across global support functions. If you are eager to pursue a career in Agentic Process Automation, this opportunity is ideal for you.

You will make an impact by being responsible for :

- Serving as the primary point of contact for customers throughout the escalation lifecycle.

- Coordinating communication and ensuring follow-through on actions between customers and internal teams, including Support, Engineering, Product, QA, and Sales.

- Leading technical troubleshooting sessions and supporting root cause analysis (RCA) efforts.

- Delivering timely, concise updates to both customers and internal stakeholders.

- Maintaining comprehensive documentation of escalation processes, actions taken, and final resolutions.

- Identifying risks, blockers, and recurring trends in escalations; collaborate with Product Support Engineering to address product-related issues.

- Driving continuous improvement by analyzing root causes and contributing to post-escalation reviews and process enhancements.

You will be a great fit if you have:-

Bachelor's degree preferred

Speak fluent English

- 4+ years of experience in escalation support roles within the SaaS/IT industry

- 5+ years in technical support, preferably of a software product, and ideally an enterprise software product.

- Basic understanding of Robotic Process Automation (RPA) or Agentic Process Automation (APA), AI, and ITIL or similar service management frameworks

You excel in these key competencies:

- Exhibit a strong sense of urgency while effectively managing multiple priorities in high-pressure environments.

- Communicate clearly and confidently through written, verbal, and presentation formats.

- Navigate conflict with professionalism and demonstrate the ability to influence across cross-functional teams.

- Apply advanced technical troubleshooting skills to diagnose and resolve issues within enterprise applications.