Support Engineer – Escalation Management

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🕒 Maio 27

☕ Washington – Remoto

☕ Washington – Remote

💵 $30 - $31 / hora

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

📞 Engenheiro de Suporte

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BPCS, Comprehensive marketing solutions, ltd.

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1 - 10 funcionários

Grandes agências oferecem grandes talentos por grandes quantias de dinheiro, mas com menos tempo e comprometimento. Pequenas agências oferecem um pouco menos de talento por um pouco menos de dinheiro, mas com dedicação completa. O que você quer é o melhor dos dois mundos. O que você precisa é uma grande pequena agência. E você acabou de encontrá-la. A BPCS é uma grande pequena agência, fundada em 2015 por 4 amigos e profissionais de publicidade altamente experientes, que têm trabalhado juntos nos projetos de marketing e publicidade mais complexos nos últimos 11 anos. Somos grandes o suficiente para enfrentar os maiores desafios de marketing e pequenos o suficiente para responder rapidamente às necessidades dos nossos parceiros. Mesmo que você precise apenas de uma reunião rápida com café. Experimente-nos e você verá.

Descrição

• Own and manage high‑priority, business‑critical customer escalations through resolution • Serve as the incident lead during severity‑1 and high‑visibility situations, ensuring structured escalation processes are followed • Actively triage incoming critical cases and review long‑running incidents to determine next actions and risk mitigation • Coordinate cross‑functional internal teams and external stakeholders, including leadership, to drive timely resolution • Deliver clear, concise, and executive‑level written and verbal communications throughout the incident lifecycle • Track progress, risks, and dependencies during active incidents and ensure accountability across involved parties • Identify systemic gaps, operational breakdowns, and recurring issues surfaced during incident execution • Escalate internally as needed, up to executive levels, to remove blockers and resolve critical issues • Mentor and guide teams outside the escalation function on critical situation processes when required • Act as a crisis manager during catastrophic or politically sensitive customer events • Contribute to continuous improvement efforts, including process optimization, tooling enhancements, and reporting • Provide detailed incident reporting and insights to support decision‑making and long‑term improvements • Participate in team initiatives, projects, and on‑call rotation to support 24x7 global coverage

🎯 Requisitos

• United States citizenship with an active, valid U.S. passport • Minimum of 7 years of experience in the technology industry, customer service, support operations, or a related field • OR Bachelor’s degree in business, technology, or related field with 4+ years of relevant experience • OR Master’s degree in business, technology, or related field with 3+ years of relevant experience • OR equivalent professional experience • Proven experience supporting enterprise or high‑severity customer environments • Strong familiarity with enterprise software platforms and terminology • Demonstrated ability to manage high‑pressure situations with professionalism and sound judgment • Exceptional written and verbal communication skills, including executive‑level summaries • Ability to self‑manage, remain reliable within a defined shift, and meet strict response and availability expectations • Willingness and ability to work non‑standard hours, weekends, and public holidays as part of a 24x7 rotation • Proficiency with collaboration and productivity tools (email, messaging, document creation, spreadsheets, and shared workspaces), with 5–7 years of hands‑on experience

🏖️ Benefícios

• Medical, dental, and vision coverage • Flexible Spending Account • 401k program • Competitive PTO offerings • Parental Leave • Opportunities for professional growth and development