Partner Support Escalation Engineer
Core
Resolve complex technical and strategic customer escalations, acting as the first point of contact for partner advocacy teams.
Role type
Senior IC technical support escalation engineer
Builds
Accurate case coding, action plans, and improved partner satisfaction metrics
Domain
IT services and technical support
Deliverable
client delivery
Required skills
technical troubleshooting, case management, root cause analysis, cross-team collaboration, action planning, stakeholder communication
Preferred skills
upskilling, process improvement, project engagement
Technologies
delivery tools, case management systems
Responsibilities
Review, scope, investigate, and solve customer challenges; support escalations from frontline advocates; follow up on action plans; identify cases requiring escalation; analyze misroutes to prevent partner bounce; participate in center of excellence initiatives.
