Support Engineer - Escalation Management

Job Description

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Engineer - Escalation Management based in the United States. This role offers an exciting opportunity to serve as a key customer advocate within a dynamic technology environment, helping resolve complex and high-impact support issues. The successful candidate will work at the intersection of customer success, technical support, and cross-functional collaboration, ensuring timely resolution of critical escalations. Working closely with engineering, program management, and operational teams, you will drive solutions that enhance customer satisfaction and business outcomes. This position is ideal for a problem-solver who thrives in fast-paced environments and enjoys navigating challenging situations with professionalism and confidence. With a strong focus on communication, stakeholder management, and continuous improvement, the role provides meaningful opportunities to influence processes and elevate the customer experience. The position is fully remote and offers exposure to enterprise-scale cloud and technology solutions.
• Accountabilities: Manage and drive the resolution of customer and partner escalations while ensuring service level agreements and customer expectations are met. Serve as the primary point of contact for complex support cases, providing clear, proactive communication regarding status updates, risks, and next steps. Collaborate with engineering, program management, technical advisors, and support teams to remove blockers and accelerate issue resolution. Advocate for customer needs while balancing organizational policies and business objectives to achieve effective outcomes. Analyze recurring issues, identify root causes, and escalate trends to appropriate teams to support long-term improvements. Facilitate discussions and coordinate stakeholders across multiple functions to resolve challenging customer situations. Prioritize and manage a high volume of escalations independently while maintaining high service standards. Identify opportunities to improve support processes, knowledge sharing, and overall customer experience initiatives. Apply sound judgment when evaluating exceptions to standard procedures and recommending appropriate solutions. Contribute to team development through mentorship, collaboration, and participation in continuous improvement efforts. Requirements United States citizenship and possession of a valid U.S. passport. 5–7 years of experience in customer engagement, support operations, customer success, or a related field. 5–7 years of experience managing escalations and working with support ticketing systems. Minimum of 3 years of experience supporting enterprise software, cloud-based platforms, productivity suites, or business applications. Proven ability to manage high-priority customer issues and coordinate resolutions across multiple stakeholders. Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences. Strong stakeholder management, collaboration, and relationship-building capabilities. Demonstrated ability to work effectively in fast-paced environments while managing competing priorities. Strong analytical and problem-solving skills, with the ability to navigate ambiguity and make informed decisions. Customer-focused mindset with a commitment to delivering exceptional service and advocacy. Experience working with cloud technologies, enterprise applications, licensing-related support, or partner ecosystems is highly desirable. Strong organizational skills, self-motivation, and the ability to work independently. Fluency in English required. Benefits Competitive hourly compensation ranging from $30–$33 USD per hour (based on experience, qualifications, and location). Fully remote work opportunity within the United States. Comprehensive medical, dental, and vision insurance coverage. Flexible Spending Account (FSA). 401(k) retirement savings plan. Competitive paid time off package. Parental leave benefits. Professional development and career growth opportunities. Exposure to cutting-edge enterprise and cloud technologies. Collaborative and supportive work environment focused on learning and innovation.
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
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