Escalation Manager III- Eng

About the Role The Escalation Manager is responsible for providing customer escalation management support to Customer Experience teams and Senior Engineering Leadership. The Escalation Manager will act as a liaison and coordinate internal efforts to help obtain issue resolution for reported escalated issues that have a significant impact on our customer's business. Responsibilities Collaborate cross‑organizationally with Engineering leadership to obtain clear ownership, traction, and prioritization for escalated customer issues Communicate to key leadership stakeholders the current status, actions taken and next steps Partner with Customer Experience teams to understand business impact Ensure customer engagements have met the desired goals and outcomes before disengaging Review weekly, monthly, and quarterly reporting and assess impact proactively to Engineering Escalation Management Basic Qualifications Ability to handle highly escalated customer situations and assess their business impact Ability to break down complex, technical processes into simple, logical steps Knowledge of working with developers and software engineers Work under time constraints Previous experience engaging and working with cross‑functional enterprise‑level software development projects Previous experience as a software engineer, debugging, designing, and developing web‑based business applications Strong verbal and written communication – comfortable working directly with SMEs (Subject Matter Experts) Capability to work on multiple projects while maintaining close attention to detail Excellent analytical, organizational, and project management skills Effective problem‑solving and strong interpersonal skills with a positive, ‘can‑do’ attitude Self‑motivating, dedicated, with a strong sense of accountability Excellent ability to handle multiple tasks under tight deadlines Preferred Qualifications Working knowledge of Human Resources and Payroll Systems Working knowledge of JIRA Working knowledge of Salesforce Working knowledge of Microsoft Office applications, including PowerBI Compensation The pay range for this position is $71,900.00 to $103,350.00. The actual base pay offered may vary depending on skills, experience, job‑related knowledge, and work location. In addition to base pay, employees may be eligible to participate in a performance‑based bonus plan and to receive restricted stock unit awards as part of total compensation. Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, or any other legally protected category. #J-18808-Ljbffr Fairygodboss