Escalation Engineer - L2.1Switch to detailed view

Escalation Engineer

The CareerPlug P&E team’s motto is that we strive to continuously deliver value in service to and that our clients/partners love; with those solutions working for our business.

Escalation engineers are at the center of the solutions working well for our business, and have a big impact on our offerings being loved by our clients/partners.

CareerPlug aspires to a 1:many model and that being powered by product-led growth. This means many things, but one of the aspects is that our tier-1 agents have all of the tools they need to serve our customers without needing to leave the phone. Escalations are inevitable, but they are also costly. They erode the customer experience. Which is why at CareerPlug our tier-3 agents are not just tier-3 agents.

The job of an escalation engineer is two-fold. First, is to meet the SLAs of cases that are escalated from tier-1 to tier-2 to tier-3. Fast, friendly, efficient, and effective customer service to ensure we close the case! Second, and most important is to be ever vigilant in the pursuit of ways to reduce the need of escalations happening in the first place (training, UX feedback, and even building tools or making adjustments to the software directly).

Required responsibilities / assignments

Tier-3 Agent

We ensure Tier-II has what they need to succeed

Tier 3 Agent’s must have the following skills, knowledge, and behaviors (aka Abilities):
Communication,Business Knowledge,Product Knowledge,Software Investigation,Customer Service

Product Teammate

We are the builder, thinkers, the foundation for our business. Our business exists to provide value primarily via software – and we have the tremendous honor of being the caretakers of the software. Our motto as Product People is; Continuously Deliver Value – that Clients and Partners Love – and works for the business.

Product Teammate’s must have the following skills, knowledge, and behaviors (aka Abilities):
Product Knowledge,Process Knowledge,Business Knowledge,Goal Management,Collaboration

Code Creator

We write the software that drives the value delivery of our offering

Code Creator’s must have the following skills, knowledge, and behaviors (aka Abilities):
Project Management,Data Modeling / Management,Engineering Communication,Engineering Prioritization,Estimation,Ruby,Rails,Decomposition & Sequencing,Software Testing,Engineering Systems Management

Optional responsibilities / Assignments

Builder Task Shaper

We take slices of work (epics/scopes) and break them into specific, actionable stories/tasks so that we can ship as effectively as possible.

Code Reviewer

We put teammates first by using code reviews as a way to help them continuously improve while continuously delivering value

Documentation Writer

We are the documenters... we ensure that the most important parts of how our application is supposed to work never gets forgotten.

Escalation Mitigator

Escalations are inevitable, but we ensure recurring escalations are reduced/eliminated altogether

Tier 1/2 Trainer

Escalations are necessary, but they are also expensive (slow for customer and can be disempowering for tier1/2 agents). We Trainers focus on ensuring T1/2 have the knowledge they need to curb the need for escalation

Tiger Team Member

We take the ideals of "continuous improvement of daily work" to its most actionable level. We join Tiger Teams when we think we can help make something better. We see a need, and fill a need.

Eligibility

To be eligible for Escalation Engineer - L2.1, you must meet all of the following:
Alternative / Equivalent titles
  • Official Internal Title:Escalation Engineer - L2.1
  • Official External Title:Escalation Engineer
  • --No other title alternatives configured--

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