Support Engineer 3
Skills
- Proven escalation and incident management experience in high-pressure support environments
- Strong crisis leadership and stakeholder communication skills
- Familiarity with IT service management (ITSM) and escalation workflows
- Experience with cloud platforms (Azure preferred) and Microsoft 365
- Understanding of security solutions and AI-driven tools/services
- Experience with reporting, analysis, and driving process improvements
- Willingness to provide 24x7 on-call coverage and flexible scheduling
Responsibilities
- Lead management and resolution of critical customer situations (CritSits) and high-priority incidents
- Maintain ownership of high-visibility cases across enterprise technologies
- Act as crisis manager for urgent, complex, or politically sensitive client situations
- Coordinate technical teams, support organizations, and leadership to drive resolution
- Provide mentoring and process guidance on the CritSit and escalation workflows
- Participate in a rotating 24x7 on-call schedule, including weekends and holidays
- Identify systemic issues and lead process improvement initiatives
- Produce detailed reporting and analysis to support operational decisions
- Collaborate with global teams to ensure quality customer experiences and service recovery
- Contribute to internal projects to enhance tools, workflows, and escalation processes
Education
- Minimum 7 years technology industry experience in customer support, incident management, or related roles
- OR Bachelor's degree in technology, business, or related field with 4+ years relevant experience
- OR Master's degree with 3+ years relevant experience
- OR equivalent experience
Benefits
- Medical, dental, and vision coverage
- Flexible Spending Account (FSA)
- 401(k) program
- Competitive paid time off (PTO)
- Parental leave
- Professional growth and development opportunities
- Remote work flexibility
Average salary estimate
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