Own and manage high‑priority, business‑critical customer escalations through resolution
Serve as the incident lead during severity‑1 and high‑visibility situations, ensuring structured escalation processes are followed
Actively triage incoming critical cases and review long‑running incidents to determine next actions and risk mitigation
Coordinate cross‑functional internal teams and external stakeholders, including leadership, to drive timely resolution
Deliver clear, concise, and executive‑level written and verbal communications throughout the incident lifecycle
Track progress, risks, and dependencies during active incidents and ensure accountability across involved parties
Identify systemic gaps, operational breakdowns, and recurring issues surfaced during incident execution
Escalate internally as needed, up to executive levels, to remove blockers and resolve critical issues
Mentor and guide teams outside the escalation function on critical situation processes when required
Act as a crisis manager during catastrophic or politically sensitive customer events
Contribute to continuous improvement efforts, including process optimization, tooling enhancements, and reporting
Provide detailed incident reporting and insights to support decision‑making and long‑term improvements
Participate in team initiatives, projects, and on‑call rotation to support 24x7 global coverage

United States citizenship with an active, valid U.S. passport
Minimum of 7 years of experience in the technology industry, customer service, support operations, or a related field
OR Bachelor’s degree in business, technology, or related field with 4+ years of relevant experience
OR Master’s degree in business, technology, or related field with 3+ years of relevant experience
OR equivalent professional experience
Proven experience supporting enterprise or high‑severity customer environments
Strong familiarity with enterprise software platforms and terminology
Demonstrated ability to manage high‑pressure situations with professionalism and sound judgment
Exceptional written and verbal communication skills, including executive‑level summaries
Ability to self‑manage, remain reliable within a defined shift, and meet strict response and availability expectations
Willingness and ability to work non‑standard hours, weekends, and public holidays as part of a 24x7 rotation
Proficiency with collaboration and productivity tools (email, messaging, document creation, spreadsheets, and shared workspaces), with 5–7 years of hands‑on experience

Support Engineer – Escalation Management

Key skills