Location: Ahmedabad

Role Purpose:

The Senior Escalations Engineer acts as the primary escalation point for the Support Teams. This role provides expert-level technical guidance and resolution support for complex customer issues.

The role spans all Easyspace division brands.

In addition, the role contributes to the continuous improvement and upskilling of the broader support team through mentoring, training, and documentation of best practices.

Key Responsibilities:

- Investigate and resolve complex issues as a point of technical escalation.
- Mentor and develop team members across all support levels to build technical capability and promote knowledge sharing.
- Use established processes to identify and implement appropriate solutions across a range of technologies.
- Perform scheduled and ad-hoc technical maintenance across supported platforms and systems.
- Monitor, manage, and prioritise tickets within the support queue, ensuring timely and effective resolution.
- Document and maintain internal knowledge base articles and process documentation to support team development and consistency.
- Accurately complete all required administrative tasks, ensuring systems and records are updated in a timely manner.
- Collaborate with team leaders and supervisors to identify process improvements and share insights that could enhance service quality or efficiency.
- Recognise and communicate potential sales opportunities (e.g. product upgrades or add-ons) to the appropriate teams.
- Undertake other reasonable duties as required to support the overall objectives of the team and department.
- Take part in on-call rota when required.

Knowledge & Skills:

- Proven expertise with E-Mail Deliverability and systems configuration.
- Proven Administration and fault resolution of Hosting Control Panels. Plesk, cPanel.
- Demonstratable knowledge of Linux Operating Systems. RHEL Compatible,



Debian.
- Knowledge of Web Hosting environments on the Windows Server Operating System (IIS,MSSQL).
- Working Knowledge of MySQL/MariaDB/Percona database administration, server configuration, and clustering,
- Working Knowledge of MSSQL database administration, server configuration, and clustering,
- In Depth Knowledge of application hosting technologies, WordPress, Magento etc.
- Proven Customer service skills
- Ability to diagnose system faults with minimal assistance or documentation.
- Ability to translate technical information into straightforward language

Reporting and Administration

- Support management in continuous service improvement initiatives.
- Assist in process optimisation and escalation workflow reviews.
- Ensure business continuity playbooks are maintained and tested on a quarterly basis.

People Interactions:

- Communicating with customers and wider support teams.
- Provide regular updates on the progress and status of their query via, tickets, chats and calls.
- Participate in Teams groups, providing input to assist with resolving customer queries.
- Be available to help on direct team customer calls.
- Liaising with internal colleagues in different teams to provide accurate information on live customer issues, escalations, and sales opportunities. These teams include Support, Sales, Customer care.
- Identify challenges early and escalate them when support is required.
- Respond appropriately to the scale of an issue,



maintaining perspective and focus.
- Involve others and share knowledge to achieve successful outcomes as a team.
- Demonstrate consistently high standards in your work and encourage others to do the same.
- Ask questions to improve your understanding and to clarify expectations.
- Seek help when needed - asking is a strength, not a weakness.
- Maintain a robust desire not just to understand how things work, but why they work that way.

Personal Attributes & Key Behaviours

- Methodical and analytical approach to problem-solving.
- Calm, professional and dependable under pressure.
- Strong attention to detail with a consistent commitment to quality.
- Works collaboratively with colleagues to achieve shared goals.
- Shares knowledge and supports others to build team capability.
- Takes ownership of tasks and delivers to agreed standards.
- Communicates clearly and keep managers and teammates informed.
- Demonstrate curiosity and a desire to continually learn and improve.
- Seeks more efficient ways of working and contributes ideas for improvement.
- Acts as a positive ambassador for Easyspace Division in all interactions.
- Recognises when to ask for help and involves others to achieve the best outcome.

Performance Output:

- Escalation resolution / completion rate / Ticket quality
- Adherence to internal and external SLAs
- Adherence to key behaviours
- Customer satisfaction (CSAT).
- Accuracy of documentation and internal process compliance.

Benefits:

- 24 days leave plus 8 festival holidays
- Food Provided
- Provident Fund
- Exam fee and training funding
- Healthcare Scheme.
- Enhanced maternity & paternity leave
- Employee Assistance Programme
- Employee Awards - 5, 10, and 15-year service awards
- Employee Referral Scheme
- Individual Training & Development Plans.

📌 Senior Escalation Engineer (Ahmedabad)
🏢 Cloudzen 365 Services
📍 Ahmedabad