Escalation Engineer Job Description

Escalation Engineer Job Description

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Escalation engineer provides pro-active recommendations on areas for improvement and take ownership of this technology for the EU region.

Escalation Engineer Duties & Responsibilities

To write an effective escalation engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included escalation engineer job description templates that you can modify and use.

Sample responsibilities for this position include:

Time and cost reduction to Onboard
Reduce reactive support incidents
Increase Office 365 Service Consumption
Increase Intune and Azure Service Consumption
Continuously review AirWatch implementations SOPs best practices with R&D/Saas/Deployments and Services to ensure scalability and reliability of Enterprise level deployments
Help reduce time/cost to onboard
Drive customer success and adoption of all purchased workloads
Monitor the Tier 3 support queues and provide global support for questions/issues as required by outsource T1/2/3 vendors and escalated customers, ensuring timely and constant communication to affected user(s) as required
Maintains technical overview of client environment
Positions with supervisory responsibilities are responsible for supervising day-to-day work schedules, interviewing/training new personnel, addressing and/or escalating employee issues, goal-setting, job performance monitoring, and other personnel-related activities

Escalation Engineer Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Escalation Engineer

List any licenses or certifications required by the position: MCSE, CCNA, ITIL, AWS, WAN, DNS, TCP/IP, CCNP, UNIX, CCIE

Education for Escalation Engineer

Typically a job would require a certain level of education.

Employers hiring for the escalation engineer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Engineering, Technical, Business, Education, Science, Mathematics, Information Systems, Math, Information Technology

Skills for Escalation Engineer

Desired skills for escalation engineer include:

Released products
Take ownership for product improvement
Participate in pre-release activities and BETA programs
Networking
SMTP
DNS
ITIL/Lean Processes
Pre-release products and take ownership for product improvement in key product areas
Python
Understanding of packet flow and TCP session establishment

Desired experience for escalation engineer includes:

Build, configure, install and test security devices
Modification to the security policy or configuration of customer managed devices
7+ years in sustaining activities
7+ years of experience sustaining or developing enterprise software
7+ years of exposure to enterprise customers
Knowledge of computer hardware, networks and respective components

Escalation Engineer Examples

1

Escalation Engineer Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of escalation engineer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for escalation engineer
  • Reproduce issues in-house and responding back in a timely manner
  • Regular follow ups with customers and provide recommendations, updates and action plans
  • Escalate issues in a timely manner according to Standard Operating Procedure
  • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools to provide the most effective solutions
  • Proactive outreach to the customers
  • Coordinate 3rd party engagements
  • SR Reporting and trend analysis
  • Documents cases, recommendations, and resolutions clearly in the CRM system (Salesforce
  • Perform advanced problem analysis and isolate problems of high complexity
  • You will be the technical interface between the customer and 3rd Level Engineering / Product Development, providing clear issue documentation and by leveraging productive cross-functional working relationships
Qualifications for escalation engineer
  • Adaptable, professional, courteous, motivated and work well on their own or as a member of a team
  • Effective, polished interaction with customer to gather information quickly
  • Ability to initiate and build effective working relationships
  • Makes effective tactical decisions to help resolve cases
  • Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh)
  • IBM Dominos experience preferred
2

Escalation Engineer Job Description

Job Description Example
Our company is searching for experienced candidates for the position of escalation engineer. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for escalation engineer
  • Early planning with PG to ensure adoption of Serviceability standards, providing product feedback and evaluating the supportability sign-off guidelines for the release
  • Identifying, verifying, documenting and driving bugs, issues and risks to resolution
  • Build strong connections with the engineering teams, delivery, and readiness to ensure we have the right technical and operational models in place to support new technology releases
  • Work with Supportability PM to drive Product Feedback discussions and progress
  • Partner with Delivery Leads and Delivery Business Managers
  • Coordinates activities with Account team from Sales, Engineering, Solution Architects and Global Support Services to ensure all customer needs are met
  • Ensures suitable level of service personnel and activity during problem resolution at all locations
  • Interfaces with customer on behalf of senior management via customer meetings and written communication during business disruptive escalations
  • Identifies and facilitates technical queries and problem resolution from the customer and Global Support Services to NSBU Engineering
  • Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues
Qualifications for escalation engineer
  • AirWatch experience is preferred but no required
  • Current Exchange, Lync/Skype for Business and SharePoint certifications is considered a plus
  • Previous experience deploying, administrating and/or supporting an enterprise instant messaging, real time communications solution or enterprise messaging solution such as OCS/Skype for Business, Jabber, Exchange, Cisco WebEX
  • Initiative to develop expertise on new technologies beyond provided classroom training
  • Able to read/Write and analyze C/C++ and C#
  • Bachelor's degree in MIS, CIS or relevant experience
3

Escalation Engineer Job Description

Job Description Example
Our innovative and growing company is looking for an escalation engineer. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for escalation engineer
  • Utilize expert knowledge of Active Directory to configure, maintain, and troubleshoot AD and all associated services (DHCP, DNS, NAP)
  • Drive customer escalations to resolution with Engineering
  • Reproduce field issues and assist with testing in the lab
  • Lead and assist in customer demos, lab and field trials
  • Provide feedback and drive product enhancements to closure with Engineering and Product Management
  • Act as a customer advocate in cross functional meetings
  • Produce customer facing documents that explain issues root cause analysis
  • Apply your Java, database, web API and UI expertise to solve critical customer escalations to R&D from our Technical Support and Production teams
  • Figuring out ways to "trace the bug" utilizing state of the art troubleshooting techniques and all the tools and systems available within the R&D organization, including complex debugging
  • Act as the liaison that facilitates cooperation among the different technical teams in incident resolution and ensure uptime standards of our cloud
Qualifications for escalation engineer
  • Familiar with JavaScript, JQuery, CSS and HTML
  • Ability to troubleshoot complex technical situations
  • 3+ years’ experience with Application Servers (Weblogic, Websphere, ) and the ability to trouble shoot them
  • What makes this position unique is the need for an incredibly strong technical background, combined with leadership abilities with a history of problem solving and driving down time to resolution on service impacting events
  • Within our team, we practice a trust-based working model
  • Solid experience with Web & Java enterprise application services such as
4

Escalation Engineer Job Description

Job Description Example
Our innovative and growing company is hiring for an escalation engineer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for escalation engineer
  • Learn the inner workings and dependencies of the AWS Cloud Platform
  • Debug, root cause and resolve customer issues escalated via Critical Accounts Program (CAP)
  • Manage critical customer situations through communication with customers including periodic statusing, Root Cause Analysis and consistent dialog with Engineering, as needed
  • Act as a technical escalation path for SRE teams for critical bug prioritization
  • Perform case reviews for accounts identified as hot to improve customer satisfaction
  • Pro-actively seek out issues that can affect the customers and take necessary steps to resolve them
  • Work with technology partners (ie
  • Develop and contribute to internal and external knowledge base articles
  • Actively participate in ONCALL and support case deflection activities
  • Obtain high customer and partner onboarding satisfaction
Qualifications for escalation engineer
  • Detailed understanding of Linux/Unix based systems from kernel, shell, scripting
  • 3+ years’ experience with Application Servers (Tomcat, Websphere, Weblogic, Jboss) and the ability to trouble shoot them
  • Familiarity with technical protocols (BGP/OSPF/ISIS
  • Platform architecture
  • Ability to uncover requirements on systematic problems and drive plans with respective teams for long term solutions
  • Technical writing skills (whitepapers, documents, presentations)
5

Escalation Engineer Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of escalation engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for escalation engineer
  • Provide high quality data back to the product teams to help drive service improvement
  • Provide consulting, resolution advice to partners that will improve the customer experience
  • Work closely with our Product Development SCRUM teams who are supporting NetSuite’s customers during the resolution of customer reported product defects
  • Act as a point of escalation for critical customer issues
  • Ensure incoming customer issues are tracking appropriately based on urgency level calculated from business impact and severity
  • Coordinate with Product Development teams on bug fixes, feature requests, and emergency issues
  • Ensure that NetSuite exceeds customer expectations for support and response time SLTs
  • Measure and track defect trends to identify teams with increasing maintenance responsibilities
  • Provide data to management tracking urgent issues, especially after new product releases
  • Respond to and resolve critical customer issues and attend urgent ad-hoc requests
Qualifications for escalation engineer
  • Network Appliance hardware and software experience
  • Solarwinds or ScienceLogic(EM7) experience
  • Mysql/Mssql (view, trigger, stored procedure, index, schema design and optimization)
  • 2-3 years of demonstrated experience in SNMP management of Network/Storage/System Administration, including
  • Experience with SNMP monitoring applications
  • Detailed knowledge and demonstrated experience with Windows Server 2008/2012

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