Escalation Engineer

Problem analysis and root cause documentation for all issues

• Identify frequently occurring issues and coordinate with the concerned teams accordingly
• Work with all departments to facilitate issue resolution of problems elevated by our Customer Support Teams
• Review escalated issues to identify trends and communicate
• Provide recommendations for improving existing processes and procedures
• Learning and staying up to date with product releases and environmental changes
• Work under minimal supervision
• Ability to explain technical concepts to a wide range of end-users
• Ability to maintain composure under pressure
• Always keeping a can-do attitude and willingness to help other
• Bachelor’s Degree in CS or a related field
• 2+ years of relevant experience (.Net, SQL)
• Engineering background and/or education (with a focus on software)
• Strong written and verbal English communication skills
• Experience with Salesforce or another ticketing system
• Solid knowledge of software testing processes
• Basic understanding of software engineering principles
• Well organized, process-oriented, outstanding follow-through, and attention to detail.
• Independent, self-motivated, able to work under pressure, teamwork, multitasking, and analytical skills.