Support Engineer - Escalation Management

In This Role

In this role, with our client you will act as a customer advocate responsible for managing and resolving complex, high-impact escalations across cloud and enterprise products. You will coordinate with cross-functional stakeholders—including engineering, program management, and support teams—to remove blockers, drive timely resolutions, and improve the overall customer experience.

You will proactively communicate with both technical and non-technical audiences, ensuring clarity on case status, risks, and next steps. This role requires strong judgment to balance customer needs with organizational policies while identifying trends, process gaps, and opportunities for continuous improvement.

Key Responsibilities

• Manage and drive resolution of customer and partner escalations within defined SLAs
• Coordinate with cross-functional stakeholders (engineering, program management, technical advisors) to unblock issues
• Serve as a central point of communication, providing timely case updates and clear next steps
• Advocate for customers while balancing business policies to achieve mutually beneficial outcomes
• Analyze recurring or emerging issues and escalate them to appropriate teams