Support Engineer 3

Job Summary

A company is looking for a Support Engineer 3, Escalation Manager.

Key Responsibilities

• Lead the management of critical customer situations (CritSits) and ensure timely incident resolution
• Maintain ownership of high-priority cases across a broad portfolio of enterprise technologies
• Interface with technical teams and leadership to drive resolution and maintain customer confidence

Required Qualifications

• U.S. Citizenship with a valid, active U.S. Passport or Real ID at the time of application
• Minimum 7 years of experience in the technology industry or a relevant Bachelor's degree with 4+ years of experience
• Proven experience managing escalations in a high-pressure support environment
• Willingness to work flexible hours, including weekends and public holidays
• Strong stakeholder management and crisis leadership skills