Associate Escalation Engineer

A company is looking for an Associate Escalation Engineer who specializes in resolving complex customer issues beyond standard support.

Key Responsibilities

Provide and document solutions for complex customer issues using a customer-centered approach

Act as a subject matter expert on the platform, assisting in troubleshooting and handling escalated issues

Collaborate with Development and Product Management to advocate for customers and provide feedback on feature requests

Required Qualifications

3-5 years of Technical Support experience or equivalent, with proven technical ability

Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience)

Familiarity with SSO, databases, JavaScript, and JSON structures

Understanding of database concepts and modern SaaS architectures

Previous experience in customer service or technical support, preferably in financial services or SaaS