Responsible for resolving customer escalations by analyzing, diagnosing, and solving complex issues with products. Develops solutions based on root causes, communicates with R&D teams, and provides feedback for permanent solutions. Trains Technical Support engineers and ensures efficient support case resolution.
Description
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 1+ years of previous experience as software/Automation developer, coding in java
- 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
Top Skills
C++
Java
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