Escalation Support Specialist

As an Escalation Specialist II on our Customer Support team, you will play a critical role in driving the resolution of complex, high-impact technical issues across the organization. Acting as a strategic problem solver and a trusted point of contact, you'll coordinate cross-functional efforts partnering closely with support, engineering, product, and senior leadership to ensure swift, accurate, and long-term solutions for our customers. you'll be the voice of the customer internally, advocating for their needs while keeping internal stakeholders informed and aligned. Your ability to think both tactically and strategically will be essential in resolving immediate issues and preventing future ones. Success in this role means balancing data-driven execution with human empathy bringing clarity to complex situations, de-escalating sensitive interactions with professionalism, and relentlessly pursuing outcomes that build trust and deliver impact. This is a high-visibility role for someone who is customer-obsessed, detail-oriented, and driven to create scalable, lasting change within a fast-paced, forward-thinking environment. Role & Responsibility Serve as a key point of contact in managing and resolving client escalations within the Technical Operations organization. Collaborate with support, technical, engineering, and partner teams to drive timely resolution of escalated issues. Build strong relationships with clients and partners to foster trust and effective communication. Proactively manage escalations to prevent aging and ensure appropriate prioritization of high-urgency cases. Maintain accurate tracking and documentation of all escalated issues, including resolution plans and status updates. Contribute to the continuous improvement of escalation tracking and resolution processes. Partner with cross-functional teams (eg, product, engineering) to share customer feedback and support product enhancements. Analyze escalation trends and resolution metrics to identify areas for operational improvement. Create and maintain knowledge base content to reduce repeat issues and enhance self-service capabilities. Advocate for the customer by ensuring their concerns are effectively represented and addressed. Conduct root cause analyses of recurring issues and recommend long-term solutions. Consistently exceed performance goals and contribute to overall team success. Job Requirements Bachelors Degree or equivalent experience in Computer Science or related fields. 5+ years applicable experience in a similar role preferred Ability to think through and solve technical challenges Organizational and time management skills Great written and verbal English communication skills Willingness to always learn and improve, plus an independent way of working Work hard, play hard attitude