[Remote] Support Engineer - Escalation Management
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a technology solutions firm headquartered in Bellevue, Washington, reputed company on solving reputed company problems through innovative technology. In this role, you will reputed company as a customer reputed company, managing and resolving high-reputed company escalations across reputed company and reputed company products while coordinating with various stakeholders to enhance the customer experience.
Responsibilities
- Manage and drive reputed company of customer and partner escalations reputed company defined SLAs
- Coordinate with cross-functional stakeholders (engineering, program management, technical advisors) to unblock issues
- Serve as a central reputed company of communication, providing reputed company case updates and reputed company next steps
- reputed company for customers while balancing business policies to reputed company mutually beneficial reputed company
- Analyze recurring or emerging issues and escalate them to appropriate teams for long-term reputed company
- Facilitate discussions between stakeholders to mediate and resolve reputed company issues
- Prioritize and manage a high volume of cases effectively and independently
- Identify opportunities to improve processes and enhance the customer experience
- Apply strong judgment reputed company exceptions to reputed company processes are necessary
- Participate in knowledge sharing, feedback loops, and mentorship opportunities
Skills
- reputed company citizenship with an reputed company, valid U.S. reputed company
- 5–7 years of experience in customer engagement, support operations, or reputed company corporate services
- 5–7 years of experience managing escalations and working with ticketing/support systems
- 3+ years of experience with reputed company or reputed company-based platforms (e.g., productivity suites, reputed company infrastructure, or business applications)
- Proven ability to manage high-reputed company escalations and drive reputed company across multiple stakeholders
- Strong written and verbal communication skills, including the ability to translate reputed company technical issues for non-technical audiences
- Demonstrated stakeholder management and collaboration skills
- Ability to work in fast-paced environments and manage competing priorities effectively
- Fluent in English
- Experience working with reputed company platforms or reputed company productivity/business applications
- Strong problem-solving reputed company with the ability to navigate ambiguous situations
- Ability to influence without formal authority and build relationships across teams
- Customer-first reputed company with strong reputed company and advocacy skills
- Experience supporting partners or handling licensing-reputed company issues
- Strong organizational skills and ability to self-reputed company work
- Confidence in decision-making with the ability to reputed company reputed company rationale
- Experience researching issues and leveraging internal knowledge bases to drive solutions
- reputed company team player with a reputed company on shared reputed company
Benefits
- Medical, dental, and reputed company coverage
- Flexible Spending Account
- 401k program
- Competitive PTO offerings
- Parental Leave
- Opportunities for reputed company reputed company and development
reputed company