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 solid 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 Escal

📌 Lead Escalation Engineer (Bengaluru)
🏢 Cloud Software Group
📍 Bengaluru