Escalation Engineer

Job not on LinkedIn

🔥 2 hours ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Binary Stream Software - ERP Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2003

💼 Consulting

🏥 Healthcare

🏭 Manufacturing

Consulting • Healthcare • Manufacturing

Binary Stream Software - ERP Solutions is a company that provides industry-leading Enterprise Resource Planning (ERP) solutions deeply embedded in Microsoft Dynamics 365 Finance, Dynamics 365 Business Central, and Microsoft Dynamics GP. With over 20 years of experience, they specialize in automating and enhancing business processes for various industries such as software, telecommunications, manufacturing, real estate, finance, and healthcare. Their products, like Multi-Entity Management, Subscription Billing Suite, and Property Lease Management, empower clients to streamline operations, automate billing cycles, manage leases, and analyze financial data effectively. The company's solutions aim to transform finance and operations by reducing manual processes, ensuring data accuracy, and providing real-time business insights.

📋 Description

• Lead escalations and act as the primary escalation point for complex or urgent customer cases • Conduct advanced troubleshooting, debug and pinpoint code issues, perform root cause analysis, and provide timely customer updates • Evaluate, develop, and document alternative solutions or workarounds to software defects • Obtain and record information needed to diagnose, troubleshoot, and resolve issues • Monitor open escalated issues and maintain appropriate communication with affected customers • Provide professional services, including writing ad-hoc queries and reports • Liaise with other ISV companies to troubleshoot issues involving multiple products • Lead technical analysis and recommendations for customer escalations • Own a portfolio of high-priority customers and the high-priority queue • Collaborate with Product and Engineering to log, track, and prioritize product bugs • Review escalation trends with the Support Manager, identify process gaps, and suggest improvements • Provide guidance, coaching, support, and vacation relief to Support Analysts • Support newly onboarded customers during transition from implementation to steady-state support • Share customer pain points and product adoption feedback with the Implementation Team • Assist with documenting use-case scenarios and support requirements for new implementations • Work with Product Managers to share product feedback and support continuous improvement • Create and update support-tool macros, workflows, and automation • Collaborate on escalation playbook enhancements • Support rollout of new tools and processes • Contribute advanced troubleshooting articles to the knowledge base • Mentor analysts on complex cases • Train new team members during their first 3–6 months • Schedule training sessions on products and technical topics

🎯 Requirements

• Advanced understanding of SaaS support processes, escalation management, and the customer lifecycle • Strong experience handling escalated, high-priority cases with advanced troubleshooting and root cause analysis • Working knowledge of AL (Dynamics 365 Business Central) • Exposure to C/AL, C#, and JavaScript for extensions, integrations, and troubleshooting • Practical experience with Power BI, Power Automate, and Dataverse at foundational to intermediate level • Expertise in quality assurance practices • Knowledge of support workflows, macros, and automation, including Zendesk and Freshdesk • Proficiency in SQL queries, APIs, and log analysis • Strong product and functional knowledge to act as a subject matter expert during escalations • Experience managing small-scale projects and process improvements • Ability to work effectively in Agile environments • Advanced technical and communication skills • Ability to manage complex customer and partner relationships effectively

🏖️ Benefits

• Stability, growth, and innovation • Company-sponsored health insurance • 27 leaves annually • 11 festival holidays • Flexible work arrangements, including office-based work in Canada or Chandigarh and working from home • Flexible hours • Work-life balance • Collaborative and nurturing work environment