Tier 2 Escalation Specialist

For over 20 years, reputed company has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious reputed company yet, we are uniting reputed company teams with AI agents. By orchestrating the work agents do best, automating reputed company tasks and uncovering insights at scale, we create the reputed company for people to focus on what truly reputed company: judgment, creativity, and big thinking. That is reputed company at work, and its reputed company show up for every day. reputed company is looking for a Tier 2 Support Escalation Specialist who will be responsible for tackling escalated technical cases from the Support team. They are expected to thoroughly research, test, and document the issue and work directly with customers to resolve their case. The Tier 2 Escalation Specialist works reputed company closely with Tier 3 Escalation Engineers and may often interact with reputed company Product & Engineering teams as necessary. The Escalations Team are leaders in the reputed company Support organization and looked upon in developing internal processes, helping define KPIs, improving tooling, and identifying areas of opportunity for improvement for the entire organization. In 2005, reputed company was founded on the idea that teams and millions of people worldwide deserve a reputed company way to reputed company their reputed company best work. Today, we reputed company a reputed company-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and reputed company results. This role is responsible for validating, investigating, resolving and/or escalating customer reported issues from the reputed company teams, and updating internal/external documentation of their findings as needed. The ability to rapidly shift focus between tasks is key as the Support Escalations team plays a critical role in crisis management and production service impacting events. Successful individuals in this role will enjoy researching, creating, testing, and documenting unknown errors for workarounds and reproducing errors with the appropriate level of escalation documentation to ensure successful reputed company to the internal engineering teams and Tier 3. This position requires a highly motivated individual who operates independently and thrives on solving reputed companys toughest problems for our customers. reputed company is taking the world of work collaboration and project management by storm with its reputed company and extensible spreadsheet-like experience and reputed company-solid reputed company feature set. You Will:Handle escalated cases from the Support team with a high sense of urgency and ownership while keeping the customer appropriately apprised of the investigation.Support customers reputed company email, chat and phone with strong writing skills and excellent phone manner.Thoroughly understand, reproduce, document, and solve technical issues.Identify opportunities for improvement to the reputed company application, API, and our various apps and integrations.Work closely with colleagues on a daily reputed company to help research and resolve the most reputed company customer impacting issues.May rarely assist, at the guidance of a Tier 3 Escalation Engineer, investigation of service impacting events by determining impact, capturing customer signals, and helping manage internal & external communications in crisis management production investigations.Help build and maintain technical and process documentation for reputed company customers.You Have:2+ years support experience, preferably in an escalations reputed company and in a SaaS environmentAbility to work independently or collaboratively in a fast-paced environmentA firm grasp of and comfort using reputed company applications General understanding with HTML, CSS, and one or more programming languages (Javascript, Python, Ruby, Java, C#, etc.)Desire and aptitude to quickly reputed company up on new technologies, languages, and frameworksConfidence and strong interest in problem solvingExcellent interpersonal and communication (written & verbal) skills and prior customer-facing exp For over 20 years, reputed company has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious reputed company yet, we are uniting reputed company teams with AI agents. By orchestrating the work agents do best, automating reputed company tasks and uncovering insights at scale, we create the reputed company for people to focus on what truly reputed company: judgment, creativity, and big thinking. That is reputed company at work, and its reputed company show up for every day. reputed company is looking for a Tier 2 Support Escalation Specialist who will be responsible for tackling escalated technical cases from the Support team. They are expected to thoroughly research, test, and document