Escalation Engineer III

KEY DUTIES :

- Lead investigations into highly complex or persistent product issues with significant customer or business impact

- Collaborate closely with development, QA, and product teams to uncover systemic issues and contribute to permanent fixes

- Provide expert-level analysis of defects, including root cause documentation and code-level insights where applicable

- Represent escalation engineering in customer escalations, executive briefings, and high priority troubleshooting efforts

- Identify patterns across escalations and drive initiatives to reduce recurrence

- Take ownership of communication strategies for complex or ongoing customer issues

- Contribute to internal technical documentation, support tools, and team-wide best practices

- Help define quality metrics based on escalation trends and work cross-functionally to improve product reliability

- Guide other escalation engineers and serve as a mentor or peer reviewer on challenging cases

- Actively contribute to Agile ceremonies and backlog refinement with a focus on technical debt, product quality, and customer success

- Other duties as assigned

BASIC QUALIFICATIONS :

- Typically requires 6 or more years of experience in technical support, escalation engineering, or development roles

- Demonstrated expertise in investigating, diagnosing, and resolving technically challenging software issues

- Experience using advanced diagnostic tools and interpreting logs, traces, and performance metrics

- Familiarity with source code navigation and development tools (e.g., IDEs, Git, debugging frameworks)

- Proven ability to manage critical escalations, including executive-level communication and customer interactions

- Strong influencing and leadership skills in cross-functional environments

- Clear and confident communication skills, including technical writing and verbal updates for internal and external audiences

- Advanced knowledge of one or more programming or scripting languages relevant to the product stack

- Proven ability to manage competing priorities, think strategically, and drive long-term improvements

- Passion for continuous learning, technical excellence, and customer advocacy