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High-Level Technical Expert

2 weeks ago

Pune, Maharashtra, India beBeeTechnical Full time ₹ 18,00,000 - ₹ 22,50,000

Join a dynamic team of professionals who are passionate about delivering exceptional customer experiences.

Key Responsibilities:

- Lead complex investigations into product issues with significant customer or business impact.
- Collaborate closely with development, QA, and product teams to uncover systemic issues and contribute to permanent fixes.
- Provide expert-level analysis of defects, including root cause documentation and code-level insights where applicable.
- Represent escalation engineering in customer escalations, executive briefings, and high priority troubleshooting efforts.
- Identify patterns across escalations and drive initiatives to reduce recurrence.
- Take ownership of communication strategies for complex or ongoing customer issues.
- Contribute to internal technical documentation, support tools, and team-wide best practices.
- Help define quality metrics based on escalation trends and work cross-functionally to improve product reliability.
- Guide other escalation engineers and serve as a mentor or peer reviewer on challenging cases.
- Actively contribute to Agile ceremonies and backlog refinement with a focus on technical debt, product quality, and customer success.
- Other duties as assigned

Requirements:

- Typically requires 6 or more years of experience in technical support, escalation engineering, or development roles.
- Demonstrated expertise in investigating, diagnosing, and resolving technically challenging software issues.
- Experience using advanced diagnostic tools and interpreting logs, traces, and performance metrics.
- Familiarity with source code navigation and development tools (e.g., IDEs, Git, debugging frameworks)
- Proven ability to manage critical escalations, including executive-level communication and customer interactions.
- Strong influencing and leadership skills in cross-functional environments.
- Clear and confident communication skills, including technical writing and verbal updates for internal and external audiences.
- Advanced knowledge of one or more programming or scripting languages relevant to the product stack.
- Proven ability to manage competing priorities, think strategically, and drive long-term improvements.
- Passion for continuous learning, technical excellence, and customer advocacy

Benefits:

- Competitive compensation and benefits package.
- Opportunities for professional growth and development.
- Collaborative and dynamic work environment.
- Recognition and rewards for outstanding performance.

What We Offer:

- A chance to make a meaningful impact on customer satisfaction and product quality.
- The opportunity to work with a talented and passionate team of professionals.
- A dynamic and supportive work environment that fosters innovation and creativity.

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