Escalations Engineer

TL;DR

Escalations Engineer: Addressing critical customer issues and coordinating cross-functional responses to at-risk customers with an accent on clear communication and problem-solving. Focus on leading emergency escalations, communicating risk to C-suite stakeholders, and resolving show-stopping issues.

Location: Must be based in the United States

Salary: $90K - $115K

Company

hirify.global is building the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI.

What you will do

• Engage with customers and customer-facing teams to quickly address critical issues.
• Coordinate across internal resources to manage cross-functional responses to at-risk customers.
• Investigate, diagnose, and problem solve issues alongside TS and EPD.
• Reproduce customer issues to verify problems and provide feedback to Engineering and other teams.
• Lead emergency escalations, including communicating risk and progress to C-suite stakeholders.
• Design and execute large-scale projects and OKRs that positively contribute to the work of the escalations team and its goals.

Requirements

• 4+ years of experience working in technical support.
• 2+ years specifically focusing on customer health and escalations.
• Excellent verbal and written communication skills.
• Experience working with C-suite stakeholders (both internally and externally).
• Experience troubleshooting, diagnosing, and documenting platform bugs; proficiency in SQL preferred.
• Experience working within Zendesk and/or Salesforce is preferred.

Culture & Benefits

• Opportunity to learn, use, and pioneer AI.
• Work with a bold, innovative team.
• Assess every candidate based on the potential impact they can have.
• Support each person’s journey to build their boldest career.
• Equal Opportunity Employer.