Escalation Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee escalations and serve as the main escalation contact for intricate or urgent customer matters.

• Execute advanced troubleshooting, identify and debug code issues, conduct root cause analysis, and provide timely updates to customers.

• Assess, develop, and document alternative solutions or workarounds for software defects.

• Gather and log necessary information to diagnose, troubleshoot, and resolve issues.

• Track open escalated issues and maintain effective communication with impacted customers.

• Deliver professional services, which include crafting ad-hoc queries and reports.

• Coordinate with other ISV companies to troubleshoot issues related to multiple products.

• Direct technical analysis and recommendations for customer escalations.

• Manage a portfolio of high-priority clients and oversee the high-priority queue.

• Collaborate with Product and Engineering teams to log, monitor, and prioritize product bugs.

• Analyze escalation trends with the Support Manager, identify process deficiencies, and propose enhancements.

• Offer guidance, coaching, support, and vacation coverage for Support Analysts.

• Assist newly onboarded customers during their transition from implementation to steady-state support.

• Communicate customer challenges and product adoption insights to the Implementation Team.

• Help document use-case scenarios and support requirements for new implementations.

• Partner with Product Managers to relay product feedback and support continuous enhancement.

• Create and update macros, workflows, and automation for support tools.

• Collaborate on improvements to the escalation playbook.

• Facilitate the rollout of new tools and processes.

• Contribute advanced troubleshooting articles to the knowledge base.

• Mentor analysts on dealing with complex cases.

• Train new team members during their initial 3–6 months.

• Organize training sessions on products and technical subjects.

⛳️ Requirements

• In-depth knowledge of SaaS support processes, escalation management, and the customer lifecycle.

• Significant experience in managing escalated, high-priority cases with advanced troubleshooting and root cause analysis.

• Familiarity with AL (Dynamics 365 Business Central).

• Basic exposure to C/AL, C#, and JavaScript for extensions, integrations, and troubleshooting.

• Hands-on experience with Power BI, Power Automate, and Dataverse at a foundational to intermediate level.

• Proficiency in quality assurance practices.

• Understanding of support workflows, macros, and automation, including tools like Zendesk and Freshdesk.

• Competence in SQL queries, APIs, and log analysis.

• Strong product and functional expertise to serve as a subject matter expert during escalations.

• Experience in managing small-scale projects and implementing process improvements.

• Capability to work effectively in Agile environments.

• Superior technical and communication skills.

• Ability to effectively manage complex customer and partner relationships.

🏝️ Benefits

• Stability, growth, and innovation.

• Company-sponsored health insurance.

• 27 annual leaves.

• 11 festival holidays.

• Flexible work arrangements, including office-based positions in Canada or Chandigarh and remote work options.

• Flexible working hours.

• Work-life balance.

• Collaborative and supportive work environment.