R&D Escalations Engineer
3 weeks ago
Role Description & Responsibilities
As the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.
Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our products
Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers
Create and implement any necessary diagnostic tools, patches, and fixes
Develop a working solution based on the root cause you discover, or escalate to R&D teams
Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue
Identify patterns in escalated customer issues, and then design and implement solutions for our customers
Provide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the product
Train Technical Support engineers to help them resolve support cases more efficiently
Requirements:
At least 3-5 year of previous experience as software/Automation developer, coding in java / C++
Knowledge with Linux
Excellent troubleshooting skills
Excellent verbal and written communication skills (including technical writing)
Previous experience in technical support, QA, customer facing position – an advantage
Ability to communicate effectively, responsibly and respectfully with customers
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