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Escalation Engineer

2 months ago

delhi, India Quick Heal Full time
Role: Escalation Engineer
Location: Pune
Type: Fulltime
Must Have Skills: Windows, Cybersecurity, Wireshark
Role & responsibilities
Manage enterprise escalations coming from customers/support team/other R&D groups.
Triage and troubleshoot critical customer cases.
Guide support teams to manage customer escalations.
Cooridnate with R&D teams to fix customer issues.
Track to fixes delivery for customers till deployment.
Track fixes (customer-reported issues) in all applicable future releases.
Communication to stakeholders.