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Escalation Engineer

SDS IT

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Problem analysis and root cause documentation for all issues
Identify frequently occurring issues and coordinate with the concerned teams accordingly
Work with all departments to facilitate issue resolution of problems elevated by our Customer Support Teams
Review escalated issues to identify trends and communicate
Provide recommendations for improving existing processes and procedures
Learning and staying up to date with product releases and environmental changes
Work under minimal supervision
Ability to explain technical concepts to a wide range of end-users
Ability to maintain composure under pressure
Always keeping a can-do attitude and willingness to help other
Bachelor’s Degree in CS or a related field
2+ years of relevant experience (.Net, SQL)
Engineering background and/or education (with a focus on software)
Strong written and verbal English communication skills
Experience with Salesforce or another ticketing system
Solid knowledge of software testing processes
Basic understanding of software engineering principles
Well organized, process-oriented, outstanding follow-through, and attention to detail.
Independent, self-motivated, able to work under pressure, teamwork, multitasking, and analytical skills.