Support Escalation Engineer Job Description
Support escalation engineer
provides full stack technical leadership to the engineering team for critical customer facing products/applications deployed in production or in development/implementation phase using C#, MVC, ASP.Net.
Support Escalation Engineer Duties & Responsibilities
To write an effective support escalation engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included support escalation engineer job description templates that you can modify and use.
Sample responsibilities for this position include:
Ability to manage hot customer escalations and drive issues to completion while keeping all involved parties in the loop
Proactively learning of new features before General Availability and provide TOI
May act as technical focal point in cooperative relationships with other companies
The definition and implementation of the support services required to win in the cloud marketplace
Being a significant contributor to our SaaS model, with expert knowledge of network and voice technology
Being the lead in the installation of softphone test platforms within our UK lab environment
Undertake in-depth analysis on technical issues to establish root cause
Work with worldwide based teams to champion resolutions of escalated issues and support process enhancements across functional teams including Development, Quality, Product Management
Provides expert support on hardware related customer issues escalated from technical support teams globally
Exercises independent judgement on resolving significant and unique customer problems
Support Escalation Engineer Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Support Escalation Engineer
List any licenses or certifications required by the position: MCSE, WAN, DNS, TCP/IP, MCSA, MCSD, CISSP
Education for Support Escalation Engineer
Typically a job would require a certain level of education.
Employers hiring for the support escalation engineer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Computer Science, Technical, Engineering, Information Systems, Business, Science, Education, Mathematics, Math, Electrical Engineering
Skills for Support Escalation Engineer
Desired skills for support escalation engineer include:
Released products
Take ownership for product improvement
Participate in pre-release activities and BETA programs
HTML and CSS
Pre-release products and take ownership for product improvement in key product areas
.NET Framework and how to develop ASP.NET applications using C# and VB
IIS configuration and how HTTP requests are handled by IIS
MVC frameworks
Particularly ASP.NET MVC
SharePoint Server
Desired experience for support escalation engineer includes:
The ability to troubleshoot complex web application issues in an often ambiguous environment
Understanding of programming concepts such as call stacks, threading, synchronization, performance-related concepts and debugging
Understanding of PHP, Node.js, Java, JavaScript and popular frameworks such as WordPress, Joomla and Drupal a plus
Familiarity with Azure services and offerings is a plus
Ability to thrive in a strong team environment focused on providing a consistently high level of customer service in a challenging environment
Previous experience deploying, administrating and/or supporting an Enterprise Unified Communications solution, including IM, real-time communications, UM, such as OCS/Lync/Skype for Business, Jabber, Exchange, or Cisco WebEX
Support Escalation Engineer Examples
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Support Escalation Engineer Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of support 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 support escalation engineer
- Occasionally available to go on site at a customer's location to handle escalated customer issues
- IaaS and PaaS cloud platform technologies
- Container Services/Orchestrators
- Distributed Compute
- Experience in of the following areas is highly desired
- Development consulting on projects targeting a variety of deployment types
- Stay up to date on the leading technologies and technical certifications
- Investigate and troubleshoot customer issues in both Production and Lab environments
- Provide root cause analysis and suggestions for corrective actions Produce and deliver post-mortem actions to resolve issues in Customer networks
- Produce and deliver customer facing documents that explain technically complex issues
Qualifications for support escalation engineer
- Knowledge of PHP, Node.js, Java, JavaScript and popular frameworks such as WordPress, Joomla and Drupal a plus
- Critical Exposure areas
- Knowledge and experience with .Net Framework, ASP.NET, VB.NET and
- Expertise in at least - C#, ASP, VB6, COM, DCOM, RDBMS
- Previous experience deploying, administrating and/or supporting an enterprise instant messaging, real time communications solution or enterprise messaging solution such as OCS/Lync, Jabber, Exchange, or Cisco WebEX
- Able to identify, track, communicate and mitigate existing or potential Supportability concerns
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Support Escalation Engineer Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of support escalation engineer. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support escalation engineer
- Be responsive to customer needs which may sometimes require outside of normal business hours
- Receive technically complex mission critical or politically hot customer issues and maintain ownership of issue until resolved completely
- Be flexible to work in different shifts which would span across India/EMEA business hrs
- Build business relationship with key customer contact and TAM, and enhance the trust
- Quickly identify customer issues to specific Azure Services or Azure Platform
- Flexibility to work in anytime zone’s as required by the business
- Act as technical lead, mentor, and role model on a team of engineers
- Write complex technical articles and sample programs for knowledge base
- Knowledge on different debugging tools like fiddler, network traces, process monitor\explorer is must
- In addition, the Senior Support Escalation Engineer will focus on determining technical support scenarios, supportability asks, support workflow adjustments for Azure Previews (equivalent of Beta in on-Premises) identifying required tools, cloud access, training, processes or capabilities for support to assess issues in less than 15 minutes
Qualifications for support escalation engineer
- Understanding of cloud vs
- Ability to read Code (C language) and understand architecture/ implementation for identifying triggers for problem replication and isolation
- Preferred to have experience with Virtualization (VmWare, Openstack, AWS )
- Ability to write scripts for facilitating problem replication
- Four-year degree in C.S
- 2+ years' experience in system development, network operations, software support or I.T
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Support Escalation Engineer Job Description
Job Description Example
Our company is growing rapidly and is hiring for a support escalation engineer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for support escalation engineer
- Manage customer and partner Onboarding programs within expected timeframes while continuously
- Ability to quickly identify customer issues to specific Azure Services or Azure Platform and being able to conduct in-depth diagnostics on Azure platform
- Work in different shifts including weekend shift
- Provide technical leadership within the Support team
- Facilitate the support case management process, providing timely and complete case escalation to engineering/products team so that Support Engineers can provide the end solution to the customers in a timely and effective manner
- Plan and attend regular off-hours meetings with sustaining engineering
- Act as primary escalation path for Critical P1 issues within the region
- Participate in the 24x7 on-call support rotation
- Be available including after-hours and weekends as the regional point of escalation for Customer Support for Critical P1 issues
- Participate in the 24x7 on-call rotation as Escalation Manager for global automated terminals for Critical P1 issues
Qualifications for support escalation engineer
- Works well within a collaborative team environment
- Able to demonstrate in-depth troubleshooting to resolve or workaround issues including but not limited to
- Secondary certifications such MCSE Cisco CCNA, are a plus
- Familiarity with scripting languages (Python, VBScript, JavaScript, Perl, Bash, Kixtart)
- Strong knowledge of other operating systems (preferred)
- Two or more years of experience in systems development, network operations, software support or I.T
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Support Escalation Engineer Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of support 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 support escalation engineer
- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations
- Designs real world customer scenarios and configuration to test and evaluate systems, equipment, and devices based on established engineering principles and in accordance with provided specifications and requirements
- Develops and implements test plans, schedules, and requirements for all portions of new and existing customer designs
- Collaborates and communicates with management, internal, and external Customer, Support and R&D and development partners regarding testing status, project progress, test results, and issue resolution
- Leads Proof of Concept and 3rd party integration projects with internal and external testing partners and customers to develop and execute reliable, cost effective and high quality test solutions for complex products
- Do you want to empower every person and every organization on the planet to achieve more?
- Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
- If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you
- The Senior Support Escalation Engineer is a critical role in the implementation of Azure Platform support capabilities which includes working with the Engineering Group and Azure Supportability PMs to implement asks
- Provide product technical support for all Extreme products
Qualifications for support escalation engineer
- Excellent self-assessment to identify when other resources are needed
- Handle high pressure situations well - maintain calm and composure on stressful situations is a must
- Client-facing experience in a deep technical environment
- Experience providing training to internal and external customers
- Ability to code in any language preferred
- Knowledge of current Windows server and client versions
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Support Escalation Engineer Job Description
Job Description Example
Our company is searching for experienced candidates for the position of support 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 support escalation engineer
- Provide feedback to the Business Unit to help with the Supportability effort
- Create/Review advanced technical content including KB articles, whitepapers, training documents, technical triages, etc
- Be a leader in product readiness
- Consult and mentor SE’s on cases and their development plans
- Available to travel to a customer’s site under short notice and work remotely
- Routinely interact with Support Engineers and Tech Leads to provide action plans for the most difficult cases
- Provide assistance on issues from multiple sources (Cases, email, newsgroups)
- Build breath skill as needed by business
- Represent Technical needs of the team
- You are a member of the Solution Support Team that provides global engineering support for customer issues
Qualifications for support escalation engineer
- A working knowledge of Dynamics AX or other Dynamics ERP products such as Dynamics GP or Dynamics NAV is a plus
- Experience with Cassandra a plus
- Prior experience or familiarity with StorageGRID products, or other storage products, a plus
- Degree in Computer Science, or 2+ years’ work experience
- You love customers, and are obsessed with them - a genuine desire to help under challenging circumstances
- Bachelor’s Degree in Computer Science or 5 years of business experience