Escalation Engineer III

3 weeks ago

Pune, India hirezy.ai Full time

KEY DUTIES :

- Lead investigations into highly complex or persistent product issues with significant customer or business impact


- Collaborate closely with development, QA, and product teams to uncover systemic issues and contribute to permanent fixes


- Provide expert-level analysis of defects, including root cause documentation and code-level insights where applicable


- Represent escalation engineering in customer escalations, executive briefings, and high priority troubleshooting efforts


- Identify patterns across escalations and drive initiatives to reduce recurrence


- Take ownership of communication strategies for complex or ongoing customer issues


- Contribute to internal technical documentation, support tools, and team-wide best practices


- Help define quality metrics based on escalation trends and work cross-functionally to improve product reliability


- Guide other escalation engineers and serve as a mentor or peer reviewer on challenging cases


- Actively contribute to Agile ceremonies and backlog refinement with a focus on technical debt, product quality, and customer success


- Other duties as assigned

BASIC QUALIFICATIONS :

- Typically requires 6 or more years of experience in technical support, escalation engineering, or development roles


- Demonstrated expertise in investigating, diagnosing, and resolving technically challenging software issues


- Experience using advanced diagnostic tools and interpreting logs, traces, and performance metrics


- Familiarity with source code navigation and development tools (e.g., IDEs, Git, debugging frameworks)


- Proven ability to manage critical escalations, including executive-level communication and customer interactions


- Strong influencing and leadership skills in cross-functional environments


- Clear and confident communication skills, including technical writing and verbal updates for internal and external audiences


- Advanced knowledge of one or more programming or scripting languages relevant to the product stack


- Proven ability to manage competing priorities, think strategically, and drive long-term improvements


- Passion for continuous learning, technical excellence, and customer advocacy


(ref:hirist.tech)

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