Support Escalation Engineer

2 weeks ago

Bengaluru, Karnataka, India Nazztec Private Limited Full time

Job Title : Support Escalation Engineer

Location : Bangalore, India

Experience : 2 to 4 Years

Work Mode : Hybrid

Shift Flexibility : Flexible with shift timings

Key Responsibilities :

- Perform in-depth triage, troubleshooting, and initial investigation of customer cases escalated from frontline support.

- Escalate unresolved issues to Commerce Product Groups and Engineering teams using defined escalation paths.

- Act as a communication bridge between frontline support teams and engineering/business units.

- Participate in team PODs to respond to questions and provide guidance to Tier 1 and Tier 2 support engineers.

- Assist with the resolution of support escalations that require engagement with Commerce Engineering.

- Educate frontline support on cases that were escalated but did not require engineering intervention, enhancing process efficiency.

- Ensure cases are actively managed and resolved within SLA timelines.

- Maintain professional and customer-ready communication throughout the lifecycle of each escalation.

- Take full ownership of assigned cases and projects, seeing them through to resolution.

Qualifications :

- 2+ years of experience in Microsoft 365 Commerce or a related support function.

- Strong understanding of Microsoft 365 identities and provisioning.

- Knowledge of Microsoft 365 Subscription Admin roles.

- Solid grasp of commerce mechanisms including payments, refunds, credits, invoices, credit cards, volume licensing, and other purchase channels.

- Familiarity with Microsofts cloud offerings and ecosystem.

- Basic knowledge of SAP systems and their integration points.

- Ability to thrive in an agile and collaborative environment.

- Excellent interpersonal, communication, and leadership skills.

(ref:hirist.tech)

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