Escalation Engineer

By the time an issue reaches you, it has already passed through earlier support levels. You become the technical owner and stay involved until there is a clear resolution. That requires deep troubleshooting skills, but also the ability to communicate with customers who may already be frustrated by the situation.

• Take ownership of complex Tier 3 customer escalations and drive them through to resolution;
• Investigate infrastructure, configuration and software issues to identify the true root cause;
• Read, analyze and debug .NET code when an escalation points towards a software issue;
• Develop private fixes where possible or translate technical findings into clear requirements for R&D;
• Act as the technical bridge between customers, Support and R&D, translating complex technical findings into clear and actionable information;
• Manage customer communication throughout the escalation, set expectations and rebuild confidence when issues become critical;
• Document solutions and technical findings so similar issues can be resolved faster in the future.

Functie-eisen:

You combine the mindset of a developer with the curiosity of a troubleshooter and the communication skills of a customer-facing professional. Finding the technical answer is important to you, but you also understand that a successful escalation ends with a customer who understands what happened and trusts the solution.

You don't necessarily need to have years of Tier 3 support experience. A strong development foundation, technical curiosity and the ability to learn quickly are more important.

• You have at least 2 years of hands-on software development experience, with strong backend experience in .NET;
• You understand multi-threaded applications and are comfortable reading and debugging existing code;
• You have experience with web services, WCF and IIS;
• You have strong troubleshooting and root cause analysis skills across both software and infrastructure;
• You communicate confidently with customers and can remain structured and professional during critical escalations;
• You are able to translate between customer requirements, technical findings and development teams;
• Knowledge of Microsoft SQL/T-SQL, Windows environments, Azure, Active Directory, LDAP, GPO or hypervisors is a strong advantage;
• Experience with customer support, Splunk, Insights or Windows Internals is a plus;
• You are proactive, independent and comfortable taking ownership of a problem until it is solved;
• You are fluent in English. An additional European language is a strong advantage.