Escalation Engineer (Tier 3 Support)

Salary

Core Qualifications

Preferred Qualifications

Key Responsibilities

• •Act as the final point of escalation for complex or high-impact customer issues
• •Take ownership of escalated tickets from investigation through resolution when required
• •Perform deep technical analysis to identify root cause and implement long-term solutions
• •Collaborate with Product and Engineering teams to investigate issues, file bug reports, and drive resolution
• •Demonstrate strong written and verbal communication skills
• •Partner with Tier 1 and Tier 2 engineers to provide guidance, validation, and next steps on escalated issues
• •Participate in customer calls or screen sharing sessions when required to investigate or resolve issues
• •Provide technical guidance to Tier 1 and Tier 2 engineers to help progress and resolve escalated tickets
• •When appropriate, return tickets to Tier 1 or Tier 2 with clear direction for resolution
• •Share knowledge and solutions to improve team capability and reduce repeat escalations
• •Act as a conduit between Support and Product/Engineering teams, ensuring clear and timely communication in both directions
• •Provide structured feedback to Product/Engineering on customer issues, bugs, and recurring patterns
• •Communicate updates, findings, and resolutions from Product/Engineering back to Support teams
• •Operate within established escalation processes and ticket lifecycle expectations
• •Take ownership of Problem tickets, driving investigation, coordination, and resolution across Support, Product, and Engineering teams
• •Provide clear and consistent updates on Problem ticket progress to relevant stakeholders
• •Identify recurring issues or systemic gaps and contribute to continuous improvement efforts
• •Produce clear and concise root cause analysis documentation
• •Create and maintain internal knowledge base articles and troubleshooting documentation
• •Contribute to shared knowledge repositories, FAQs, and known issue tracking