Escalation Engineer

• Lead escalations, act as the primary escalation point for complex or urgent customer cases.
• Conduct advanced troubleshooting, debug & pinpoint issues in the code, complete root cause analysis, and provide timely customer updates.
• Evaluate, develop and document alternative solutions or workarounds to software defects before involving Development.
• Obtain and record all information needed to diagnose, troubleshoot, and resolve each issue.
• Maintain oversight over the status of open escalated issues, ensuring that an appropriate level of communication is maintained with affected customers.
• Provide professional services to customers such as writing ad-hoc queries and reports.
• Liaise with representatives of other ISV companies to jointly troubleshoot issues involving multiple ISV products.
• Take the lead role in technical analysis and recommendations in response to customer escalations.
• Own a portfolio of high-priority customers and take ownership of the high-priority queue.
• Collaborate with Product & Engineering to log, track, and prioritise product bugs.
• Work with the Support Manager to review escalation trends, identify process gaps, and suggest improvements.
• Provide guidance, coaching, support and vacation relief to Support Analysts.

• Partner with the Implementation Team by: Acting as the dedicated support contact for newly onboarded customers during the transition from implementation to steady-state support. Sharing insights on customer pain points that impact onboarding. Providing feedback on product adoption challenges. Assisting in documenting use-case scenarios and support requirements for new implementations.
• Acting as the dedicated support contact for newly onboarded customers during the transition from implementation to steady-state support.
• Sharing insights on customer pain points that impact onboarding.
• Providing feedback on product adoption challenges.
• Assisting in documenting use-case scenarios and support requirements for new implementations.
• Worked closely with Product Managers to share product feedback and support continuous improvement.

• Manage small improvement projects such as: Creating/updating macros, workflows, and automation in the support tool (Freshdesk, etc.).
• Creating/updating macros, workflows, and automation in the support tool (Freshdesk, etc.).
• Collaborate with Customer Support Manager on enhancements of the escalation playbook.
• Support rollout of new tools or processes within the support team.

• Contribute advanced troubleshooting articles to the knowledge base.
• Mentor junior and senior analysts on handling complex cases.
• Train new team members during their first 3–6 months to support onboarding and knowledge transfer.
• Schedule training sessions for team members on various topics and products as needed.

• Advanced understanding of SaaS support processes, escalation management, and the customer lifecycle.
• Strong experience in handling escalated, high-priority cases with advanced troubleshooting and root cause analysis.
• Working knowledge of AL (Dynamics 365 Business Central) with exposure to C/AL, C#, and JavaScript for extensions, integrations, and troubleshooting.
• Practical experience with Power BI, Power Automate, and Dataverse, supporting analytics, automation, and integration needs at a foundational to intermediate level.
• Expertise in quality assurance practices to ensure accurate, timely resolutions.
• Knowledge of support workflows, macros, and automation (Zendesk, Freshdesk, etc.).
• Proficiency in using SQL queries, APIs, and log analysis for technical investigation.
• Strong product and functional knowledge to act as a subject matter expert during escalations.
• Experience managing small-scale projects and process improvements (e.g., ticket audits, reporting, playbook updates).

Ability to work effectively in Agile environments, contributing to iterative product and process improvements