Escalation Engineer - L2.2 Switch to "job post" view

Escalation Engineer

Description

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).

Alternative titles

Some individuals care deeply about their title. Some organizations try to make it clear what titles are supported synonyms to the official title so that the employee can use whichever they resonate with the most. This is a personal branding thing that is 100% optional.

Official Internal Title:Escalation Engineer - L2.2
Official External Title:Escalation Engineer
--No other title alternatives configured--

Eligibility

This is a key to clarity and consistency as it pertains to setting expectations on promotions/title changes/increased responsibility.

Required Assignments

Everyone with this Position is required to take on the following Assignments.

For Escalation Engineer - L2.2, you must be:

Other common Assignments

The following Assignments are other common Assignments that you might take on if you have this Position.

For Escalation Engineer - L2.2, it is common (but not required) to be:

Cumulativeability milestone mileage

Excellence isn't defined by judging folks against some cookie-cutter, well-rounded ideal. No, excellence and therefore how we should recognize career progression, is the unique collection of reactions your manager has about your impact on your team (aka your spikey-ness).
Therefore OurGruuv:Expect is built to capture these reactions to each Ability, add up the total and give you a clear and reliable indication of your unique journey.

To be eligible for Escalation Engineer - L2.2, you must have35 cumulative ability miles

Required abilites

All of those that have this position must meet the minimum ability milestone requirements.

Configuration Health

✅ Has 9 Assignments
✅ Has 3 'in service to' Assignments
✅ Has Abilities with mileage needs
✅ Eligibility mileage (35 miles) set above required Ability mileage needs (27 miles)
✅ Eligibility mileage (35 miles) set within reach of required+optional Ability mileage needs (56 miles)
✅ Eligibility mileage (35 miles) set within the realm of mileage possibility (460 miles)

Conversations about Escalation Engineer - L2.2

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