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Escalation Engineer
Escalation Engineer
hirezyai's logo

Escalation Engineer

Aardra Suresh's profile picture
Posted by Aardra Suresh
3 - 20 yrs
₹20L - ₹50L / yr
Pune
Skills
skill iconJava
skill iconPython
Bash
Powershell
Agile Environment
Debugging
Escalation Engineering

KEY DUTIES

  • Independently own and resolve high-priority or complex customer issues with minimal supervision
  • Reproduce and analyze product defects using advanced troubleshooting techniques and tools
  • Collaborate with developers to identify root causes and drive timely resolution of defects
  • Identify trends in escalations and provide feedback to improve product quality and customer experience
  • Document investigation findings, root causes, and resolution steps clearly for both internal and external audiences
  • Contribute to knowledge base articles and process improvements to enhance team efficiency
  • Represent the escalation team in product reviews or defect triage meetings
  • Build subject matter expertise in specific products or components
  • Mentor and assist junior team members by reviewing their investigations and coaching through complex cases
  • Participate in Agile ceremonies and contribute to team planning and backlog refinement
  • Other duties as assigned

BASIC QUALIFICATIONS

  • Typically requires 3–6 years of technical experience in a support, development, or escalation role
  • Strong technical troubleshooting and root cause analysis skills
  • Proficient in debugging tools, logs, and test environments
  • Ability to independently manage multiple complex issues and drive them to closure
  • Experience working with cross-functional teams in a collaborative, Agile environment
  • Proficiency with relevant scripting or programming languages (e.g., Python, Bash, PowerShell, Java)
  • Exceptional written and verbal communication skills — especially when engaging with customers in critical or escalated situations
  • Demonstrated customer-first mindset with an emphasis on clarity, empathy, and follow- through
  • Proactive and detail-oriented, with the ability to document and communicate technical concepts clearly
  • Comfortable presenting findings or recommendations to both technical and non-technical stakeholders
Read more
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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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About hirezyai

Founded :
2023
Type :
Products & Services
Size
Stage :
Raised funding

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Shubham Vishwakarma's profile image

Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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