Escalation Engineering Lead

3 weeks ago

Pune, India hirezy.ai Full time

KEY DUTIES :

- Serve as a senior technical resource for complex escalations and customer-impacting issues


- Provide guidance and strategic input on investigation techniques, tooling, and process improvements


- Collaborate with Engineering, Support, and Product teams to influence product quality and resolution efficiency


- Ensure consistency in root cause analysis, documentation, and technical communication across the team


- Represent the escalation team in high-visibility technical initiatives or executive customer briefings

People and Team Leadership :

- Manage a team of Escalation Engineers, from Associate through Principal levels


- Conduct regular 1:1s, performance reviews, and quarterly goal check-ins


- Drive hiring, onboarding, career development, and succession planning within the team


- Make recommendations and decisions regarding promotions, merit increases, disciplinary actions, and performance improvement plans


- Foster a team culture centered on technical excellence, continuous learning, collaboration, and customer-first mindset


- Establish team metrics and goals aligned to product quality, resolution time, and customer satisfaction


- Identify training needs and implement professional development strategies for individuals and the group


- Lead team meetings, case reviews, and knowledge-sharing sessions

- Align team objectives with broader department and company strategy

BASIC QUALIFICATIONS :


- Typically requires 15 or more years of technical experience, with demonstrated success as a Senior or Principal Escalation Engineer or equivalent


- Prior experience mentoring or leading technical professionals, either formally or informally


- Proven ability to resolve complex and high-impact product issues with deep technical analysis and cross-functional collaboration


- Demonstrated ability to lead through influence and drive initiatives across team and departmental boundaries


- Strong leadership skills, including coaching, delegation, conflict resolution, and performance management


- Excellent verbal and written communication skills, especially when engaging with customers and senior leadership


- Experience with Agile methodologies and managing team contributions to product planning and delivery


- Proven track record of advocating for team members, fostering psychological safety, and nurturing technical growth


- Comfortable balancing hands-on technical work with managerial responsibilities


(ref:hirist.tech)

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