Senior Escalation Engineer

Job Summary

A company is looking for a Senior Escalation Engineer.

Key Responsibilities

• Identify and lead scalable support initiatives to reduce resolution time
• Act as Directly Responsible Individual (DRI) for EPD triage areas and prioritize customer pain points
• Deliver customer support and mentor Support Engineers on ticket handling and troubleshooting

Required Qualifications

• 7+ years' experience in technical customer support, technical writing, system administration, or related roles
• OR bachelor's degree in computer science or related field AND 5+ years' experience in relevant roles
• OR equivalent experience
• Expert-level proficiency in Git and GitHub administration
• Experience supporting large, complex customer environments with incident management processes