Support Engineer - Escalation Management (Cloud)

TL;DR

Support Engineer - Escalation Management (Cloud): Managing and resolving complex, high-impact escalations across cloud and enterprise products with an accent on cross-functional coordination and customer advocacy. Focus on removing technical blockers, driving timely resolutions within SLAs, and improving the overall customer experience.

Location: Remote (Must be a US citizen with an active US passport)

Salary: $30 – $33 per hour

Company

A technology solutions firm that leverages cutting-edge technology to help organizations unlock value from existing assets and create new revenue streams.

What you will do

• Manage and drive resolution of high-impact customer and partner escalations within defined SLAs.
• Coordinate with engineering, program management, and technical advisors to remove blockers and unblock issues.
• Serve as the central point of communication, providing timely case updates and clear next steps to stakeholders.
• Analyze recurring or emerging issues to identify trends and drive long-term process improvements.
• Facilitate discussions between cross-functional teams to mediate and resolve complex technical issues.
• Balance customer needs with organizational policies to achieve mutually beneficial outcomes.

Requirements

• United States citizenship with an active, valid U.S. passport.
• 5–7 years of experience in customer engagement, support operations, or escalation management.
• 3+ years of experience with enterprise or cloud-based platforms (productivity suites, cloud infrastructure, etc.).
• Proven ability to manage high-priority escalations and drive resolution across multiple stakeholders.
• Fluent English communication skills, including the ability to translate technical issues for non-technical audiences.

Nice to have

• Experience supporting partners or handling licensing-related issues.
• Ability to influence without formal authority and build relationships across teams.
• Strong problem-solving mindset and ability to navigate ambiguous situations.
• Experience leveraging internal knowledge bases to drive solutions.

Culture & Benefits

• Medical, dental, and vision coverage.
• 401k program and Flexible Spending Account (FSA).
• Competitive PTO offerings and parental leave.
• Opportunities for professional growth and development.
• Remote-first work environment with a focus on diversity and unique perspectives.