Support Engineer – Escalation Management

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

📋 Description

• Oversee and facilitate the resolution of customer and partner escalations within established SLAs.

• Collaborate with cross-functional teams (engineering, program management, technical advisors) to remove obstacles.

• Act as a primary communication hub, delivering timely updates on cases and outlining clear next steps.

• Champion customer interests while aligning with business policies to achieve outcomes that benefit both parties.

• Examine recurring or emerging issues and escalate them to the relevant teams for sustainable solutions.

• Lead discussions among stakeholders to mediate and resolve intricate issues.

• Effectively prioritize and manage a substantial volume of cases independently.

• Recognize opportunities to streamline processes and enhance the overall customer experience.

• Utilize sound judgment when deviations from standard procedures are warranted.

• Engage in knowledge sharing, feedback cycles, and mentorship initiatives.

⛳️ Requirements

• Must be a United States citizen with a valid U.S. passport.

• 5–7 years of experience in customer engagement, support operations, or related corporate services.

• 5–7 years of experience in managing escalations and utilizing ticketing/support systems.

• 3+ years of experience with enterprise or cloud-based platforms (e.g., productivity suites, cloud infrastructure, or business applications).

• Proven track record of managing high-priority escalations and facilitating resolutions among multiple stakeholders.

• Excellent written and verbal communication skills, with the ability to simplify complex technical issues for non-technical audiences.

• Demonstrated skills in stakeholder management and collaboration.

• Capability to thrive in fast-paced environments while effectively managing competing priorities.

• Proficient in English.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Flexible Spending Account.

• 401k retirement plan.

• Competitive paid time off offerings.

• Parental leave.

• Opportunities for professional advancement and development.