Employer description & source details
Serve as the primary escalation point for the Support team's Technical Success Specialists (TSS) on cases that exceed T1/T2 complexity Investigate and diagnose complex technical issues: integration failures, connector/softphone problems, platform behavior that doesn't match documentation Own multi-part enterprise escalations end-to-end: track every open thread, assign next steps, keep the customer and internal stakeholders informed, and close the loop. This is a project-management function as much as a technical one. Filter and package what actually reaches Engineering: confirm an issue meets escalation criteria (regression signal, multi-org symptom, confirmed defect, etc.) before it consumes engineering time, and make sure what does get escalated arrives with the diagnostic groundwork already done Troubleshooting complex integration/softphone issues, and act as a technical consultant on networking, firewall, and connectivity questions Help maintain the technical documentation and runbooks that let the tier 1/tier 2 support team resolve more on its own over time Partner directly with Engineering (including the existing tier-2 escalation path) and Implementation Managers as a peer, not just a hand-off 2-3 years in a technical support, support engineering, or technical escalation role log/observability tooling (Datadog or equivalent); basic code literacy (Python, JSON, HTML/CSS/JS) to understand integration behavior; Salesforce Service Console or equivalent case-management tooling Demonstrated ownership of ambiguous, multi-stakeholder problems through to resolution Strong project-management ownership: experience holding multiple open threads, knowing when to escalate vs. keep driving Support case triage: experience owning problems within support’s wheelhouse, but determin
Extracted skills: python