Global Technical Escalation Strategist

2 days ago

Bengaluru, Karnataka, India beBeeEscalation Full time ₹ 1,20,00,000 - ₹ 1,60,00,000
Technical Escalation Manager

Join us in a fast-paced environment where innovation meets expertise. We are seeking an experienced Technical Escalation Manager to join our team and play a critical role in the resolution of complex technical issues escalated by customers.

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  • Manage technical escalations: Serve as the primary point of contact for escalated technical issues from customers, ensuring thorough understanding and documentation of the problem.
  • Lead investigation of escalated cases: Coordinate with engineering and support teams to diagnose and resolve issues.
  • Cross-functional collaboration: Collaborate with product management, engineering, and quality assurance teams to identify root causes of technical problems and implement solutions.
  • Customer communication: Maintain direct communication with customers throughout the escalation process, providing regular updates and managing expectations.
  • Root cause analysis: Conduct thorough analyses of technical issues to identify underlying causes, documenting findings and recommending improvements to prevent recurrence.
Requirements:
  • Problem-solving skills, including troubleshooting and isolating issues to their root cause.
  • Ability to debug issues, including searching and reading application logs, analyzing stack traces, and browser trace files.
  • Experience in at least one of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services.
  • Hands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations.
  • Experience with cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure.
  • Must have experience in troubleshooting REST API issues.
  • Working experience on SSO, SAML, and OAuth along with network troubleshooting.
Benefits:

Competitive compensation package, including salary, equity, and benefits. A dynamic and inclusive work environment that values diversity and promotes professional growth. Opportunities for career advancement and professional development. Flexible work arrangements, including remote work options.

"Technical Expertise", "Customer Focus", "Collaboration", "Analytical Skills", "Communication Skills", "Problem-Solving", "Attention to Detail"],

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