Escalation Engineer

Company Name:
Society Consulting
Society Consulting is currently seeking Escalation Engineers to join our Product Development Division. In this role you will be troubleshooting and providing initial triage and investigation customer cases from frontline commerce support, and escalating to Ops, Engineering, or Dev as needed. Additional responsibilities will include:
Process and determine eligibility for credit requests, seat increases and Trial extensions
Act as liaison between frontline support and engineering teams.
Act as liaison between frontline support and Business Group.
Competently represent the Tier 3 team with
executive
level management on high stakes escalations.
Participate in a rotating 24x7 on-call schedule.
Attend daily and weekly livesite and triage meeting.
Provide initial triage and investigation on all issues from the Syndication Partner Support team.
Provide initial analysis and routing of issues that come in from support daily.
Assist in the resolution on any support escalations that do not need to go to development, but do require action from tier 3 or engineering.
Educate Frontline / Tier 2 support on issues that did not require escalation to engineering but were escalated in order to improve process adherence.
Assist in all customer-related escalations thru resolution, ensuring that all resources are engaged appropriately and acting within agreed SLAs.

Required skills:
Experience troubleshooting and deciphering complex billing issues.
Experience navigating ambiguous and/or complex support scenarios.
Adept at driving clarity for ambiguous scenarios.
Highly motivated self-starter.
A strong attention to detail is a must have.
Able to participate in a 24x7 on call rotation.
Able to work a set schedule between the hours of 6am - 6pm PST.
Experience with Office 365 offers and provisioning.
Prior commerce platform experience a plus.
Experience with Microsoft Billing and ticketing systems a plus.
At Society Consulting we value ingenuity and the desire to grow, and we put programs in place to facilitate your success. We consider your employment as full time with Society, supporting unique and interesting projects. We have been recognized as one of
washington
's top 100 companies to work for by Seattle Business Magazine the past 3 years in a row. In addition to competitive salaries, we offer excellent benefits including medical, dental, and vision coverage, paid time off, paid holidays, Education Reimbursement, 401K, and more.
For an insider look at the culture of Society Consulting, please visit http://vimeo.com/76973272
Please send resumes to


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