Escalations Engineer

Job not on LinkedIn

🕒 Yesterday

🇺🇸 United States – Remote

💵 $90k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

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ClickUp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

☁️ SaaS

⚡ Productivity

🏢 Enterprise

💰 $400M Series C - ClickUp on 2021-10

SaaS • Productivity • Enterprise

ClickUp is a cloud-based SaaS work management and productivity platform that consolidates projects, docs, chat, time tracking, automations and AI-driven "Super Agents" into a single workspace. It helps teams and enterprises streamline workflows, replace fragmented software stacks, and boost productivity with integrations, customizable agents/workflows, and enterprise-grade security and compliance.

📋 Description

• Engage with customers and customer-facing teams to quickly and thoroughly address critical issues to protect the health of an account. • Coordinate across internal resources to manage cross-functional responses to at-risk customers, providing clear and concise updates to all stakeholders. • Be a reliable technical resource, stepping in to investigate, diagnose, and problem solve issues alongside TS and EPD. • Reproduce customer issues to verify problems and provide feedback to Engineering and other teams. • Lead emergency escalations, including communicating risk and progress to C-suite stakeholders, and quickly resolving show-stopping issues for customers. • Be a subject-matter expert on ClickUp escalations, acting as a one-stop resource for problem solving internally while actively seeking out problems to solve. • Design and execute large-scale projects and OKRs that positively contribute to the work of the escalations team and its goals.

🎯 Requirements

• 4+ years of experience working in a Senior Technical Support and/or Escalations Engineering role • 2+ years in a customer health role (e.g. Customer Success, Account Management, Support, or similar post‑sales role focused on product adoption, retention, and customer outcomes). • AI fluency: You’ve used modern AI tools in your day‑to‑day to troubleshoot technical issues, automate parts of your workflow, or build simple internal tools. • Proven ownership of complex, high‑severity escalations: you independently triage, set a plan, pull in the right stakeholders, and drive to resolution while collaborating closely with cross‑functional teams. • Excellent verbal and written communication skills, with the ability to convey clear and appropriate information to both technical and non-technical audiences. • Experience working with C-suite stakeholders (both internally and externally). • Experience troubleshooting, diagnosing, and documenting platform bugs, including the ability to QA bug fixes; proficiency in SQL preferred. • Experience working within Zendesk and/or Salesforce is preferred. • Ability to manage multiple priorities, commitments, and projects. • Ability to clarify complex technical issues and coordinate efforts to resolve them.

🏖️ Benefits

• Equity • 401k • Health, Dental, and Vision insurance • Spending accounts • Life & Disability • Paid parental leave • Flexible paid time off • Enhanced employee assistance program • Employee wellness stipend • Professional development stipend