Escalations Engineer

TL;DR

Escalations Engineer (AI Workspace): Engage with customers to address critical issues, coordinate cross-functional responses, and resolve high-severity escalations with an accent on technical diagnosis, bug reproduction, and stakeholder communication. Focus on leading emergency resolutions, analyzing trends, and executing large-scale projects to improve escalations processes.

Location: United States (Remote)

Salary: $90K - $115K

Company

hirify.global is architecting the future of work with the first converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search supercharged by AI.

What you will do

• Engage with customers and teams to quickly address critical issues protecting account health.
• Coordinate cross-functional responses for at-risk customers with clear stakeholder updates.
• Investigate, diagnose, and problem-solve issues alongside Technical Support and Engineering teams.
• Reproduce issues, verify problems, and provide feedback to Engineering.
• Lead emergency escalations, communicate risks to C-suite, and resolve show-stopping issues.
• Act as escalations expert, proactively solve problems, and execute projects/OKRs for team goals.

Requirements

• 4+ years in Senior Technical Support or Escalations Engineering
• 2+ years in customer health role (Customer Success, Account Management, Support)
• AI fluency: used modern AI tools for troubleshooting, automation, understanding strengths/limits.
• Proven ownership of complex high-severity escalations with cross-functional collaboration.
• Excellent communication for technical/non-technical audiences; C-suite experience.
• Troubleshooting, diagnosing platform bugs, QA fixes; SQL proficiency preferred.
• Zendesk/Salesforce experience preferred; manage multiple priorities.
• Occasional travel may be required

Culture & Benefits

• Thrive in a bold, innovative team pioneering AI to redefine work.
• User-first mentality with passion for excellence and customer happiness.
• Grow 1% every day through self-reflection, problem-solving, and helping others.
• Balance competing priorities, advocate for customers, and track KPIs for improvements.
• Equal opportunity employer committed to potential impact and bold careers.