- Monitor and triage inbound support tickets to surface critical escalations and recurring themes.
- Act as the first point of contact for complex, high-impact customer escalations.
- Manage the end-to-end escalation and problem management lifecycle in coordination with Product and Engineering.
- Manage customer communications through written and verbal channels.
- Analyze trends and facilitate incident retrospectives to identify root causes and prevent recurrence.
- Establish and enforce escalation standards, workflows, and playbooks.
- Deliver reporting on escalation performance metrics and SLA adherence.
Data AnalysisJiraTechnical support+2 more