Escalation Engineer III

ROLE SNAPSHOT

This role is responsible for leading the resolution of the most complex and high-impact product issues escalated from the field. Escalation Engineer III brings deep technical expertise, independent judgment, and a proactive mindset to problem-solving. The ideal candidate excels at collaborating across functions, identifying root causes, and contributing to long-term product and process improvements. Escalation Engineer III serves as a trusted partner to internal teams and an advocate for customers in critical scenarios.

KEY DUTIES

Lead investigations into highly complex or persistent product issues with significant customer or business impact

Collaborate closely with development, QA, and product teams to uncover systemic issues and contribute to permanent fixes

Provide expert-level analysis of defects, including root cause documentation and code-level insights where applicable

Represent escalation engineering in customer escalations, executive briefings, and high priority troubleshooting efforts

Identify patterns across escalations and drive initiatives to reduce recurrence

Take ownership of communication strategies for complex or ongoing customer issues

Contribute to internal technical documentation, support tools, and team-wide best practices

Help define quality metrics based on escalation trends and work cross-functionally to improve product reliability

Guide other escalation engineers and serve as a mentor or peer reviewer on challenging cases

Actively contribute to Agile ceremonies and backlog refinement with a focus on technical debt, product quality, and customer success

Other duties as assigned

BASIC QUALIFICATIONS

Typically requires 6 or more years of experience in technical support, escalation engineering, or development roles

Demonstrated expertise in investigating, diagnosing, and resolving technically challenging software issues

Experience using advanced diagnostic tools and interpreting logs, traces, and performance metrics

Familiarity with source code navigation and development tools (e.g., IDEs, Git, debugging frameworks)

Proven ability to manage critical escalations, including executive-level communication and customer interactions

Strong influencing and leadership skills in cross-functional environments

Clear and confident communication skills, including technical writing and verbal updates for internal and external audiences

Advanced knowledge of one or more programming or scripting languages relevant to the product stack

Proven ability to manage competing priorities, think strategically, and drive long-term improvements

Passion for continuous learning, technical excellence, and customer advocacy