Support Engineer 3 – Escalation Manager - Remote

Overview

This role involves managing and resolving high-impact customer escalations for a technology organization, focusing on U.S. Government and strategic enterprise clients, ensuring timely issue resolution and effective communication.

In Short

• Manage critical customer situations (CritSits).
• Maintain ownership of high-priority cases.
• Serve as a crisis manager in complex situations.
• Interface with technical teams and leadership.
• Provide mentoring on the CritSit process.
• Ensure 24x7 on-call support coverage.
• Drive process improvement initiatives.
• Collaborate across global teams for service recovery.
• Contribute to internal projects for process enhancement.

Requirements

• U.S. Citizenship with valid ID.
• 7+ years of experience in technology or customer support.
• 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.