Title:  Escalation Engineer

Location: 

Bangalore, Karnataka, IN, 560071

Requisition ID:  114801

Job Summary

Communicate with customers via telephone, written correspondence, or electronic service regarding escalated problems in software products, and manage relationships with those customers.

Job Requirements

  • Respond to incoming cases of client services department as backup during peak times.
  • Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development.
  • Conduct extensive troubleshooting of backend databases and identify root cause of data issues.
  • Engineer and investigate both platform and product issues.
  • Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures.
  • Direct clients through issue resolution including customer meetings, status reports and updates.
  • Identify, propose and enforce escalation process improvements.

Education

IC - Typically requires a minimum of 8 years of related experience.Mgr & Exec - Typically requires a minimum of 6 years of related experience.


Job Segment: Product Development, Engineer, Research, Engineering, Customer Service