We support Tier 2 when they need additional help to investigate or remediate issues by owning issues that are passed to us and we continuously coach Tier 2 to reduce the number of escalations when possible.
Expectations / Description
Success:
- Ultimately, if you are wearing this hat, your job is to execute against the things that will make everything better. By that, I mean tier-1 empowerments, remediation of bugs that squads don't have the capacity to handle, implementation of functionality that we know will help reduce resistance and/or increase value for us, our stakeholders, or our customers.
Details:
- You'll route issues to tier-4 when there is a surge of high-priority work and you have to stay focused, or there is an issue the tier-3 team needs help debugging.
- You'll help pattern match, in collaboration with escalation mitigator and tier-2 engineers to determine the best tier-1 empowerments
Key Results/Outcomes
- We support Tier 2 when they need additional help to investigate or remediate issues by owning issues that are passed to us.
- These may be (but aren’t limited to) the following:
- Tier 2 is at capacity and needs assistance
- Performance or complex technical issues that can’t be resolved by Tier 2
- We continuously coach Tier 2 to reduce the number of escalations when possible.
Requirements
- Tier 3 Escalation Engineer's must have a position with the reach of 2.2 or higher
- Tier 3 Escalation Engineer's must be milestone 2+,Ruby
- Tier 3 Escalation Engineer's must be milestone 2+,Data
- Tier 3 Escalation Engineer's must be milestone 1+,Web Technologies
- Tier 3 Escalation Engineer's must be milestone 2+,Prioritization
- Tier 3 Escalation Engineer's must be milestone 2+,Rails
- Tier 3 Escalation Engineer's must be milestone 2+,Collaboration
- Tier 3 Escalation Engineer's must be milestone 2+,Engineering Communication
- Tier 3 Escalation Engineer's must be milestone 2+,Software Investigation
Configuration Health
- ✅ Has 8 Abilities
- ✅ Is a part of 6 Positions
- ✅ Has been referenced in 1 piece of public recognition
- ℹ️ No one has reacted to this Assignment
- ℹ️ No one has an official rating on this Assignment
- ⛔️ Last updated: over 5 years ago
- ℹ️ Never conversed about
Examples / Observations
Observation created about 6 years agoFeaturing:Kyle W.We don't wait to be told what to do, we take initiativeWe put the team before ourselvesWe represent Lessonly positively in the communityWe put learners firstBack-end architectBack-end engineerImplementation engineerTechnical investigatorTier-3 escalation engineerMultiple times over the last few months (and likely the last few years), Kyle has been working closely with Karlie and the US Cellular team on their integrations/enhancements/all the things. This has required him to jump on multiple phone calls and to work ridiculously late hours; a few times, he's been up in the middle of the night for a few hours to make sure everything worked as expected. Each time he's done this, he's still been a team player first thing the next morning. I appreciate his willingness to always take this on and do it with a positive attitude. Thanks, Kyle!
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