The Escalation Engineer resolves complex customer issues escalated to R&D, analyzes problems, develops solutions, and trains support engineers.
Description
Requirements
Role Description & Responsibilities
As the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.
- Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our products
- Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers
- Create and implement any necessary diagnostic tools, patches, and fixes
- Develop a working solution based on the root cause you discover, or escalate to R&D teams
- Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue
- Identify patterns in escalated customer issues, and then design and implement solutions for our customers
- Provide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the product
- Train Technical Support engineers to help them resolve support cases more efficiently
Requirements
- At least 3+ years of previous experience as software/Automation developer, coding in java
- Knowledge with Linux
- Excellent troubleshooting skills
- Excellent verbal and written communication skills (including technical writing)
- Previous experience in technical support, QA, customer facing position – an advantage
- Ability to communicate effectively, responsibly and respectfully with customers
Top Skills
Java
Linux
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Home to 650 biotech companies, 10 major research institutes and nine universities, Melbourne is among one of the top cities for biotech. In fact, some of the greatest medical advancements were conceptualized and developed here, including Symex Lab's "lab-on-a-chip" solution that monitors hormones to predict ovulation for conception, and Denteric's vaccine for periodontal gum disease. Yet, the thousands of people working in the city's healthtech sector are just getting started, to say nothing of the tech advancements across all other sectors.
