Company
Technology
SupportEngineer-EscalationManagement
Neural analysis suggests this role is
optimal for Mid candidates.
“Support Engineer - Escalation Management. Skills: Escalation management, Customer support. Manage customer escalations. Drive customer escalation resolution”
Industry & Context.
Problem-solving skills; Analytical skills; Root cause analysis
United States citizenship, Valid U. S. passport
What They're Looking For.
Must Have
5–7 years customer engagement experience, 5–7 years escalation management experience, 5–7 years ticketing systems experience, 3 years enterprise software support, 3 years cloud-based platforms support, 3 years productivity suites support, 3 years business applications support, Manage high-priority customer issues, Coordinate resolutions across stakeholders, Excellent written communication skills, Excellent verbal communication skills, Explain technical concepts to non-technical audiences, Stakeholder management capabilities, Collaboration capabilities, Relationship-building capabilities, Work effectively in fast-paced environments, Manage competing priorities, Analytical skills, Problem-solving skills, Navigate ambiguity, Make informed decisions, Customer-focused mindset, Commitment to exceptional service, Commitment to advocacy, Organizational skills, Self-motivation, Work independently, Fluency in English
Nice to Have
Experience with cloud technologies, Experience with enterprise applications, Experience with licensing-related support, Experience with partner ecosystems
What You'll Do.
Manage customer escalations
Drive customer escalation resolution
Meet service level agreements
Meet customer expectations
Serve as primary point of contact
Provide clear communication
Provide proactive communication
Collaborate with engineering
Collaborate with program management
Collaborate with technical advisors
Collaborate with support teams
Accelerate issue resolution
Advocate for customer needs
Balance organizational policies
Balance business objectives
Achieve effective outcomes
Analyze recurring issues
Support long-term improvements
Facilitate discussions
Coordinate stakeholders
Resolve challenging customer situations
Prioritize escalations
Manage high volume of escalations
Maintain high service standards
Identify opportunities to improve support processes
Identify opportunities for knowledge sharing
Identify opportunities for customer experience initiatives
Evaluate exceptions to standard procedures
Recommend appropriate solutions
Contribute to team development
Participate in continuous improvement efforts
How You'll Work.
Team & Collaboration
Collaborate with engineering; Collaborate with program management; Collaborate with technical advisors; Collaborate with support teams; Coordinate stakeholders across multiple functions
Communication Scope
Explain technical concepts; Clear communication; Proactive communication
Full Job Description
## Accountabilities Manage and drive the resolution of customer and partner escalations while ensuring service level agreements and customer expectations are met. Serve as the primary point of contact for complex support cases, providing clear, proactive communication regarding status updates, risks, and next steps. Collaborate with engineering, program management, technical advisors, and support teams to remove blockers and accelerate issue resolution. Advocate for customer needs while balancing organizational policies and business objectives to achieve effective outcomes. Analyze recurring issues, identify root causes, and escalate trends to appropriate teams to support long-term improvements. Facilitate discussions and coordinate stakeholders across multiple functions to resolve challenging customer situations. Prioritize and manage a high volume of escalations independently while maintaining high service standards. Identify opportunities to improve support processes, knowledge sharing, and overall customer experience initiatives. Apply sound judgment when evaluating exceptions to standard procedures and recommending appropriate solutions. Contribute to team development through mentorship, collaboration, and participation in continuous improvement efforts. Requirements United States citizenship and possession of a valid U.S. passport. 5–7 years of experience in customer engagement, support operations, customer success, or a related field. 5–7 years of experience managing escalations and working with support ticketing systems. Minimum of 3 years of experience supporting enterprise software, cloud-based platforms, productivity suites, or business applications. Proven ability to manage high-priority customer issues and coordinate resolutions across multiple stakeholders. Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences. Strong stakeholder management, collaboration, and relationship-buil
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