Escalation Engineer II

KEY DUTIES :

- Independently own and resolve high-priority or complex customer issues with minimal supervision

- Reproduce and analyze product defects using advanced troubleshooting techniques and tools

- Collaborate with developers to identify root causes and drive timely resolution of defects

- Identify trends in escalations and provide feedback to improve product quality and customer experience

- Document investigation findings, root causes, and resolution steps clearly for both internal and external audiences

- Contribute to knowledge base articles and process improvements to enhance team efficiency

- Represent the escalation team in product reviews or defect triage meetings

- Build subject matter expertise in specific products or components

- Mentor and assist junior team members by reviewing their investigations and coaching through complex cases

- Participate in Agile ceremonies and contribute to team planning and backlog refinement

- Other duties as assigned

BASIC QUALIFICATIONS :

- Typically requires 36 years of technical experience in a support, development, or escalation role

- Strong technical troubleshooting and root cause analysis skills

- Proficient in debugging tools, logs, and test environments

- Ability to independently manage multiple complex issues and drive them to closure

- Experience working with cross-functional teams in a collaborative, Agile environment

- Proficiency with relevant scripting or programming languages (e.g., Python, Bash, PowerShell, Java)