Solving Critical Issues Specialist

2 weeks ago

Melbourne, Victoria, Australia beBeeEscalation Full time $120,000 - $150,000

Technical Escalation Professional

We are seeking a seasoned Technical Escalation Manager to lead our escalation management function across products. This highly visible position reports to the Sr Director of Support Engineering and requires strong technical, customer, and project management skills.

The ideal candidate thrives in a fast-paced environment that values crucial communication, alignment with company core principles, collaboration, and results. They will own and drive the resolution of technical critical issues, building escalation resolution plans and leading calls to resolve escalated tickets.

You will work multi-functionally to solve sophisticated technical customer issues, reduce critical issues over time, and manage projects collaboratively with Engineering. A strong understanding of DevOps Engineering, Software Engineering, or System Administration is essential.

The successful candidate will have:

  • 7+ years proven experience in Support Engineering
  • 2+ years experience leading technical escalations
  • Passion for working with people and interest in helping customers succeed
  • Ability to multi-task and handle high-pressure situations
  • Excellent problem-solving, analytical, and troubleshooting skills
  • Strong communication and reporting skills, able to collaborate with various partners

Experience with major cloud platforms, distributed systems, microservice architecture, containers, scripting tools, REST APIs, and command-line tools is highly desirable.

Our Team Culture

At our organization, we are driven by our people and principles, which have been the foundation since 2012. We support innovative companies as they transition to cloud and multi-cloud infrastructure through simple yet powerful workflows and automation.

We are an Equal Employment Opportunity employer, committed to providing equal employment opportunities to qualified applicants without discrimination.

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