Principal Escalation Engineer

Your CareerThis is a highly visible, senior level position on a small but growing team that will benefit from out of box thinking and technical insight. The ideal Principal Engineering Escalation Engineer has a mix and background of customer management and broad and deep technical skills related to telecommunication equipment and Internet traffic. This Engineering Escalation role is positioned to intercept and assist or drive technical escalations that come to the executive level in engineering. Escalations of this type are extremely critical and are driven by the account teams in the field. In this role you will talk with executive levels at customers, delivering among other things, discussion about the situation, explaining the root cause or progress toward it, providing status internally and addressing technical questions during customer interactions. Your ImpactUnderstand escalation process, identify areas of gaps and work on improvements in existing processesYou will work with internal support teams, service delivery teams and account teams to provide solutions to critical customer situationsSupport & drive customer get well plansSupport, debug, and break fix any issues collaborating with internal engineering teamsCoordinate day-to-day problem, issue resolution and ensure timely resolution of issues