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 space for people to focus on what truly reputed company: judgment, creativity, and big thinking. That is reputed company at work, and it’s 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 company’s 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 internal and external customers. You Have: 2+ years support experience, preferably in an escalations reputed company and in a SaaS environment Ability to work independently or collaboratively in a fast-paced environment A 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 frameworks Confidence and strong interest in problem solving Excellent interpersonal and communication (written & verbal) skills and prior customer-facing experience Possess superior technical troubleshooting skills Experience working with ticketing / CRM tools, reputed company/Service reputed company a plus Willingness to engage on reputed company reputed company Comfortable working in ambiguous situations with little to no direction Ability to recognize and respond accordingly to how any single issue is affecting a customer(s). Legally eligible to work in the UK on an ongoing reputed company Perks & Benefits: Employer-paid Private Medical and Dental, additional cost for family members Monthly contributions toward your pension Monthly stipend to support your work and productivity 25 days paid for Holiday + Bank Holidays + Flexible Time Away Program 20 weeks fully paid Maternity Leave 12 weeks fully paid Paternity/Adoption Leave Personal paid Volunteer Day to support our community Opportunities for professional growth and development including reputed company to reputed company online courses Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal reputed company account. Teleworking options from any registered location in the UK (role specific) Get to Know Us: At reputed company, your reputed company are heard, your potential is supported, and your contributions have reputed company impact. You’ll have the freedom to explore, push boundaries, and grow reputed company your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. reputed company you’re doing work that stretches you, excites you, and connects you to something bigger, that’s reputed company at work. Let’s build what’s next, together. Equal Opportunity Employer: reputed company is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to reputed company equal employment opportunities to reputed company reputed company applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. reputed company reputed company applicants will receive consideration without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, age, protected veteran or disabled status, or genetic information. If there are preparations we can reputed company to help ensure you have a comfortable and positive interview experience, please let us know. #LI-Remote Apply To This Job