Lead Escalation Engineer

A successful Fintech company is hiring a Lead Escalation Engineer

Full Time (Mon-Fri) | Hybrid | Herzliya

In this role you will:

- Act as the primary interface driving key technical escalations with internal stakeholders and provide assistance to technical Support with escalation and de-escalation of customer issues

- Lead and facilitate essential meetings and efforts to align resources around key escalations common objectives to ensure a timely and complete closure of escalated cases

- Be the professional mentor of the global technical support team and encroach the technical knowledge of all members

- Assist with post-issue root cause analysis (RCA) efforts to minimize and/or eliminate future occurrences

- Define and implement methods, procedures, tools, and policies to meet the team’s technical knowledge and ensure high-quality service is delivered to customers.

- Act as the highest escalation point of technical issues and events

- Effectively act as the funnels between technical support team and R&D to assist with the prioritization of production issues

Requirements

- At least 3 years of global escalation management experience or a similar role

- At least 5 years of experience in technical support roles (interacting and escalating directly with engineering and development teams)

- Solid experience supporting Linux-based products (OS Admin or equivalent)

- Project managerial skills and background

- Enjoy working with customers and collaborating with colleagues using excellent communication and problem-solving skills

- High standards of performance and customer service for self and others on the team

- Strong verbal and written English and excellent interpersonal skills

- Excellent communication and leadership skills

- Fluent English (both written and spoken)