Escalation Engineer
About this role
Role
We are looking for a Escalation Engineer to join our team in a hybrid capacity based in Bangalore, reporting to the Senior Manager, Product Support within our Support department. The ideal candidate will function as the highest level of technical support within the TAC, responsible for resolving the most complex and critical issues escalated from Level I and Level II support engineers. What you’ll do (Role Expectations)
What you’ll do (Role Expectations)
- Own and drive resolution of escalated customer issues and critical situations, ensuring timely, high-quality outcomes
- Work on critical customer cases and resolve them within established/expected resolution timelines (SLAs/OLAs), providing clear status and action plans throughout
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