Support Engineer - Escalation Management

New

RemoteFull-TimeMiddle

Salary30 - 33 USD per hour

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Job Details

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, including the ability to translate complex technical issues for non-technical audiences
Demonstrated stakeholder management and collaboration skills
Ability to work in fast-paced environments and manage competing priorities effectively
Fluent in English

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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