Support Engineer 3 - Escalation Manager - Remote

Overview

The Support Engineer 3 - Escalation Manager is responsible for managing and resolving high-impact customer escalations for a premier technology organization, focusing on U.S. Government and strategic enterprise clients. This role ensures mission-critical issues are addressed swiftly while coordinating cross-functional teams and providing clear communication during high-stress incidents.

In Short

• Lead management of critical customer situations (CritSits).
• Maintain ownership of high-priority cases across enterprise technologies.
• Serve as a crisis manager in urgent situations.
• Interface with technical teams to drive resolution.
• Provide mentoring on the CritSit process.
• Deliver 24x7 on-call support coverage.
• Drive systemic issue identification and improvements.
• Maintain reporting and analysis for operational decisions.
• Collaborate across global teams for customer experiences.
• Contribute to internal projects for process enhancements.

Requirements

• U.S. Citizenship with valid ID.
• Minimum 7 years of experience in technology support.
• Proven experience managing escalations in high-pressure environments.
• Willingness to work flexible hours.
• Strong communication and crisis leadership skills.

Benefits

• Medical, dental, and vision coverage.
• Flexible Spending Account.
• 401k program.
• Competitive PTO offerings.
• Parental Leave.
• Opportunities for professional growth.