Support Engineer - Escalation Management
New
O
Only External PostingsTechnology Solutions
United States citizenship with an active, valid U.S. passportFull-TimeMiddle
Salary30 - 33 USD per hour
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Job Details
- Languages
- English
- Experience
- 5–7 years of experience in customer engagement, support operations, or related corporate services
- Required Skills
- Cloud ComputingStakeholder management
Requirements
- United States citizenship with an active, valid U.S. passport
- 5–7 years of experience in customer engagement, support operations, or related corporate services
- 5–7 years of experience managing escalations and working with ticketing/support systems
- 3+ years of experience with enterprise or cloud-based platforms (e.g., productivity suites, cloud infrastructure, or business applications)
- Proven ability to manage high-priority escalations and drive resolution across multiple stakeholders
- Strong written and verbal communication skills
- Demonstrated stakeholder management and collaboration skills
- Ability to work in fast-paced environments
- Fluent in English
Responsibilities
- Manage and drive resolution of customer and partner escalations within defined SLAs
- Coordinate with cross-functional stakeholders (engineering, program management, technical advisors) to unblock issues
- Serve as a central point of communication, providing timely case updates and clear next steps
- Advocate for customers while balancing business policies to achieve mutually beneficial outcomes
- Analyze recurring or emerging issues and escalate them to appropriate teams for long-term resolution
- Facilitate discussions between stakeholders to mediate and resolve complex issues
- Prioritize and manage a high volume of cases effectively and independently
- Identify opportunities to improve processes and enhance the customer experience
- Apply strong judgment when exceptions to standard processes are necessary
- Participate in knowledge sharing, feedback loops, and mentorship opportunities
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