Project Role : Custom Software Engineering Lead

Project Role Description : Own the technical direction and architecture of custom software solutions, leading teams through design and delivery. Set development standards and ensure code quality, scalability, and performance aligned to business objectives.

Must have skills : Database Management

Good to have skills : NA

Minimum 7.5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Role : we're looking for an Escalation Manager to own how our most complex customer issues get resolved.

This is a hands-on individual contributor role. You'll take ownership of escalated cases end-to-end — driving them to resolution, pulling in engineering and product when needed,

keeping customers informed, and making sure the same problems don't keep coming back.

You'll also shape how escalations work at Vertex: the process, the documentation, and the handoffs between teams.

What You'll Do

Own escalations end-to-end

Take on our hardest customer issues and drive them through to resolution

Coordinate across engineering, product, and support to unblock what's stuck

Keep customers and internal stakeholders informed with clear, timely updates

Run root cause analysis on significant escalations and close the loop on fixes

Make escalations work better

Define how cases get escalated, routed, and handed off between teams

Set the standard for case documentation and escalation quality

Spot the patterns behind repeat escalations and push for permanent fixes





Build the knowledge base so recurring issues get solved faster next time

Partner across the organization

Act as the go-to escalation contact for support managers and account teams

Work directly with product and engineering leaders on systemic issues

Bring escalation trends and insights back to leadership

What You Need

Experience

10+ years in technical support or customer-facing technical roles in an enterprise workplace

3+ years handling escalations or resolving complex, high-impact issues in an enterprise environment

Hands-on experience with Salesforce, Jira, or similar case and ticketing systems A track record of improving how support works, not just working within it.

Skills

Technically sound — you can dig into a problem yourself, not just route it onward

Clear communicator who can hold a difficult customer conversation and brief a leadership team on the same day

Comfortable working with data to find patterns and make a case

Self-directed you see things through without being chased

Education -

Bachelor's in Computer Science or Engineering, BCA, or MCA — or equivalent professional experience

Nice to Have -

Enterprise SaaS or complex software product background - - -

Exposure to tax, finance, or compliance software

Familiarity with process improvement methods

Experience working with global teams across time zones The Details -

Location: Hyderabad, India

Type: Full-time, individual contributor

Compensation: Competitive salary, health insurance, and professional development

📌 Custom Software Engineering Lead (Hyderabad)
🏢 Accenture in India
📍 Hyderabad