Technical Escalation Engineer

This role serves as the primary technical escalation point for Tier 1 and Tier 2 support issues, diving deep into diagnostic tools and the codebase to identify root causes and deliver clear paths to resolution. The position involves coordinating directly with Engineering and R&D teams to expedite resolutions for critical customer bug tickets while acting as a mentor and technical leader for the broader support team. Additionally, the role focuses on managing customer escalations with empathy, partnering with Product and Customer Success teams to drive permanent improvements, and helping define core KPIs for support excellence.