Escalation Engineer

The Delivery Department oversees the full spectrum of customer deployments, including new and extended implementations, and manages all operational activities critical to ensuring the stability and performance of products.
The Technical Support Engineer will join a highly skilled and technically proficient team working in a dynamic environment.
Technical Support Engineer:
Primary Responsibilities:
Customer complaint handling: Investigating complex escalations that were not resolved by customer support. This involves working closely with Support, Engineering, and Customer Success and communicating directly with the customer.
Customer Site Management: Oversees and manages operations related to the support, maintenance, and stability of environment at customer sites.
Customer Site Monitoring Escalation Point: Lead deep investigations understanding Service impact incidents and mitigate them.
Responsibilities:
The Technical Support Engineer is responsible for the day-to-day operations and maintenance of production services and systems. This includes Performing comprehensive troubleshooting of production issues to identify and resolve complex support issues escalated by support team in a timely manner.
End-to-end ownership and management of assigned investigations to ensure they meet service agreement level while ensuring top-notch service and customer satisfaction.
Monitor and analyze production data to identify opportunities for improvement and communicate these insights to the engineering teams.
Fine-tuning the system based on performance
Extend/Create Dashboards for investigations and Troubleshooting
Configuration updates
Identify Gaps in services monitoring and improve them.
Analytics on System Health, Site performance, Quality of Tickets
Feature enablement/Disablement.
Provide technical deep-dive troubleshooting with global clients
Providing product feedback and insights to internal teams
Managing internal projects related to support, such as training and support readiness for release