Job Description Summary
Do you thrive in a start-up vibe? Were you built for a small, nimble, and dynamic team that& ready to win? If you answered yes, we want to talk to you! We are now going back to our
roots as a standalone business unit to focus on our SaaS business—an area where we seegrowth potential. This business unit is unique, and we certainly aren’t afraid to stand out from the crowd and tackle the bigger competitors.
As the Lead Escalation Engineer in the Escalation Support Team,
You will take on a leadership role in managing and resolving complex technical issues faced by customers that require advanced troubleshooting and in-depth expertise. You will be responsible for overseeing the escalation process, guiding the team in troubleshooting, collaborating with cross-functional departments, and ensuring timely and effective issue resolution. Your role will involve mentoring and developing team members, optimizing support processes, and acting as a point of escalation for critical cases. The position demands a strong technical background, exceptional problem-solving abilities, and excellent communication skills to interact with team members, customers, and internal stakeholders.
Role Overview: Now, let’s get to the details. This role includes
Customer Interaction: Actively monitors the interactions of other engineers in the team with their customers, looking for improvement opportunities and looks for ways to address them. Frequently uses Case Audit data to help cases get addressed properly and fast. Also ensures engineers are setting the right customer expectations and ensures timely updates progress.
Escalation Management: Takes ownership of customer escalated technical issues and finds a way to address accordingly. Appropriately captures expectations, create resolution action plans and closely monitor the progress of the escalated case are some of the skills a
Technical Lead should frequently display.
Communication and Coordination: A Lead Escalation engineer should possess a strong drive for Problem Solving by fully understanding the scope of the customer's problem and creates an accurate action plan for resolution. Also, he should capture learning opportunities and share with the team.
Collaborative Problem-Solving: Gathers product opportunities and problems to work with product development, quality assurance, and other teams to escalate, prioritize, and resolve
issues efficiently. Advocate for customers' needs and experiences within the organization.
Escalation Guidelines: Frequently reviews the escalation procedures and service-level agreements (SLAs) to look for opportunities or improvements and works to address such
opportunities.
Incident Analysis: Actively analyse problem trends to prevent similar issues from recurring. Creates reports for PM visibility and align relevant stakeholders.
Knowledge Sharing: Passionate advocate for the improvement of the support team &capabilities by sharing knowledge, creating documentation, and actively participating in
knowledge base development. Gathers feedback from other team member for process/article update. Actively find knowledge gaps on our articles for improvement.
Process Improvement: Identify areas for improvement in support processes and workflows, and proactively suggest enhancements to increase efficiency and customer satisfaction.
Advanced Troubleshooting: Utilize your extensive technical knowledge to conduct thorough analysis of complex issues, identify root causes, and propose effective and innovative solutions. Conducts Case Audits to identify learning opportunities.
Mentoring and Training: Provide guidance and mentorship to junior support engineers, helping them enhance their technical skills, troubleshooting methodologies, and customer
interaction abilities.
Your Superhero Uniform Includes:
Bachelors Degree in Computer Science or equivalent experience preferred.
10+ years in a support role within the service industry.
3+ years of experience supporting ShareFile Suite features and components.
Good of Workflow Automation understanding and ability to troubleshoot complexworkflows.
Ability to analyse complex logs and draw good conclusions for issue resolution.
Strong understanding of the TCP/IP protocol stack and secure Web applicationdelivery.
Ability to setup and troubleshoot Storage Zone Controllers, SSO, Windows Server roles and features, IIS, AD, DNS, and File servers with little guidance from other employees.
Ability to create and use API calls using Postman or other tools.
Advanced understanding of OS, Network, and Server troubleshooting.
Strong knowledge of load balancing technologies (NetScaler preferred).
Strong Knowledge of Windows Server roles and features, IIS, AD, DNS, and File servers.
Strong knowledge of Identity providers and SAML 2.0 (Azure, OKTA, ADFS).
Strong SQL knowledge, with the ability to create custom queries from the database.
Strong knowledge of Networking, including experience in NAS Devices, SSL technologies, Load Balancers (e.g. Citrix Netscaler, Foundry ServerIron, Alteon, F5 BigIp, Cisco CSS), and WAN Optimizers (e.g. Citrix CloudBridge, Cisco WAAS).
Strong understanding of DLP, Anti-Virus, and PowerShell.
Flexibility to work in shifts or handle on-call duties, especially in 24/7 support environments.
Preferred:
- Advanced certifications related to the company's products or industry standards (e.g., ITIL Expert, vendor-specific certifications).
- Experience with CRM systems, remote support tools, and ticketing systems.
- Proficiency in scripting languages (e.g., Python, Bash) and coding experience to facilitate complex troubleshooting.
- Familiarity with cloud computing platforms, virtualization technologies, and network infrastructure.
Your Superhero Strengths Include:
Excellent verbal and written communication.
Excellent skills to listen, assess, determine, and communicate corrective measures.
English-speaking proficiency is required, and bilingual skill is a plus.
Customer-focused – Our goal is to deliver a world-class customer experience in a fast-paced, changing environment. What we do revolves around the customer!
Ability to de-escalate customers in challenging circumstances.
Ability to think critically, troubleshoot, and solve complex problems independently.
Well-versed in a data-driven, metrics-oriented environment.
Achieve operational targets within the role with a direct impact on department results.
Has a keen interest in Software-as-a-Service (SaaS).
Has a Growth Mindset and is willing to help and mentor colleagues
