Escalations Engineer
Job Description
This position is based in Vancouver, BC and the candidate must reside in the Greater Vancouver Area as you will be required to go into the office on a hybrid work schedule.
Responsibilities include:
Taking ownership of customer support escalations from an engineering perspective and responding effectively to peers, management and customers until full resolution has been achieved
Analyzing logs and other information related to the incoming cases
Analyzing software application behavior and system configuration details as required to diagnose reported issues
Working with all resources in the engineering department during troubleshooting and root cause analysis
Establishing and maintaining strong lines of communication between all departments and stakeholders.
Determining case priorities in order to provide the appropriate response in an organized manne...