Senior Escalation Engineer III

Role Overview

The Senior Escalation Engineer is a critical technical leader responsible for resolving the most complex and high-impact customer issues. Acting as both a subject matter expert and cross-functional collaborator, this role drives resolution efforts, influences product improvements, and strengthens overall customer experience. As a key escalation point, the Senior Escalation Engineer ensures product stability, champions quality, and mentors engineering teams across the organization.

Key Responsibilities

Own High-Impact Escalations: Lead the resolution of the most challenging and visible customer issues with speed and precision.

Post-Incident Leadership: Collaborate with Engineering, Product, and Support teams to lead incident reviews and drive ongoing improvements.

Technical Expertise: Serve as a subject matter expert in complex systems or subsystems, providing deep technical insight and guidance.

Proactive Stability Measures: Design and implement solutions to prevent future escalations, including automation, telemetry enhancements, and system hardening.

Escalation Point of Contact: Act as the go-to resource for Tier III support and senior escalation engineers.

Customer Engagement: Engage directly with key customers and executives, offering trusted technical guidance during critical incidents.

Strategic Influence: Use field insights to help shape the product roadmap and inform long-term engineering strategies.

Process Improvement: Define and optimize escalation workflows, internal tools, and knowledge-sharing practices.

Mentorship: Coach and mentor engineers across support and development teams to elevate overall technical capabilities.

Agile Participation: Contribute to Agile planning and execution, focusing on risk mitigation, quality, and customer satisfaction.

Other Duties: Perform additional responsibilities as needed to support the team and organization.

Required Qualifications

Experience: 10+ years in technical roles, with a strong track record in senior support, development, or escalation engineering.

Technical Depth: Expertise in system architecture, distributed systems, and complex software environments.

Diagnostic Skills: Ability to rapidly assess, diagnose, and resolve intricate technical issues.

Incident Leadership: Proven experience managing high-pressure incidents, including customer communications and postmortem reviews.

Code Proficiency: Strong understanding of code behavior, debugging, and performance optimization.

Communication: Excellent written and verbal communication skills, including experience presenting to executive stakeholders.

Cross-Functional Impact: Demonstrated ability to lead cross-team initiatives and drive lasting improvements.

Composure Under Pressure: Effective leadership in high-stakes, time-sensitive scenarios.

Mentorship Mindset: Passion for guiding others and building sustainable engineering practices.

Programming Skills: Advanced scripting or coding experience relevant to the companys tech stack.