Escalation Engineering Lead

KEY DUTIES :

- Serve as a senior technical resource for complex escalations and customer-impacting issues

- Provide guidance and strategic input on investigation techniques, tooling, and process improvements

- Collaborate with Engineering, Support, and Product teams to influence product quality and resolution efficiency

- Ensure consistency in root cause analysis, documentation, and technical communication across the team

- Represent the escalation team in high-visibility technical initiatives or executive customer briefings

People and Team Leadership :

- Manage a team of Escalation Engineers, from Associate through Principal levels

- Conduct regular 1:1s, performance reviews, and quarterly goal check-ins

- Drive hiring, onboarding, career development, and succession planning within the team

- Make recommendations and decisions regarding promotions, merit increases, disciplinary actions, and performance improvement plans

- Foster a team culture centered on technical excellence, continuous learning, collaboration, and customer-first mindset

- Establish team metrics and goals aligned to product quality, resolution time, and customer satisfaction

- Identify training needs and implement professional development strategies for individuals and the group

- Lead team meetings, case reviews, and knowledge-sharing sessions

- Align team objectives with broader department and company strategy

BASIC QUALIFICATIONS :

- Typically requires 15 or more years of technical experience, with demonstrated success as a Senior or Principal Escalation Engineer or equivalent

- Prior experience mentoring or leading technical professionals, either formally or informally

- Proven ability to resolve complex and high-impact product issues with deep technical analysis and cross-functional collaboration

- Demonstrated ability to lead through influence and drive initiatives across team and departmental boundaries

- Strong leadership skills, including coaching, delegation, conflict resolution, and performance management

- Excellent verbal and written communication skills, especially when engaging with customers and senior leadership

- Experience with Agile methodologies and managing team contributions to product planning and delivery

- Proven track record of advocating for team members, fostering psychological safety, and nurturing technical growth

- Comfortable balancing hands-on technical work with managerial responsibilities