Escalations Engineer

Emploi pas sur LinkedIn

🕒 il y a 5 jours

🇺🇸 États-Unis – Télétravail

💵 $90 000 - $115 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👷🏻‍♀️ Ingénieur

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ClickUp

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2017

☁️ SaaS

⚡ Productivité

🏢 Entreprise

💰 €400 000 000 Series C - ClickUp en 2021-10

SaaS • Productivity • Enterprise

ClickUp est une plateforme de gestion du travail et de productivité SaaS basée sur le cloud qui consolide les projets, les documents, la messagerie, le suivi du temps, les automatisations et des "Super Agents" alimentés par l'IA dans un espace de travail unique. Elle aide les équipes et les entreprises à rationaliser les flux de travail, à remplacer les ensembles de logiciels fragmentés et à augmenter la productivité grâce à des intégrations, des agents/flux de travail personnalisables et une sécurité et conformité de niveau entreprise.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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