Escalation Engineer II

2 days ago

Pune, India hirezy.ai Full time

KEY DUTIES :

- Independently own and resolve high-priority or complex customer issues with minimal supervision


- Reproduce and analyze product defects using advanced troubleshooting techniques and tools


- Collaborate with developers to identify root causes and drive timely resolution of defects


- Identify trends in escalations and provide feedback to improve product quality and customer experience


- Document investigation findings, root causes, and resolution steps clearly for both internal and external audiences


- Contribute to knowledge base articles and process improvements to enhance team efficiency


- Represent the escalation team in product reviews or defect triage meetings


- Build subject matter expertise in specific products or components


- Mentor and assist junior team members by reviewing their investigations and coaching through complex cases


- Participate in Agile ceremonies and contribute to team planning and backlog refinement


- Other duties as assigned

BASIC QUALIFICATIONS :

- Typically requires 36 years of technical experience in a support, development, or escalation role


- Strong technical troubleshooting and root cause analysis skills


- Proficient in debugging tools, logs, and test environments


- Ability to independently manage multiple complex issues and drive them to closure


- Experience working with cross-functional teams in a collaborative, Agile environment


- Proficiency with relevant scripting or programming languages (e.g., Python, Bash, PowerShell, Java)


(ref:hirist.tech)

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