Acting as a liaison between the Customer Support and Product Departments, we are the first line of defense for all escalated support tickets and help provide solutions to identified challenges.
Expectations / Description
- We act as a liaison between the Customer Support and Product departments
- Provide clear and timely communication with Customer Support
- Create clubhouse tickets that require engineering squad involvement
- Create troubleshooting documentation for internal resources
- We serve as the first line of defense for all escalated support tickets by triaging incoming tickets and escalating tickets as needed.
- We identify challenges and provide potential solutions to empower Tier 1 and our customers to be more self-sufficient.
Requirements
- Tier 2 Escalation Engineer's must have a position with the reach of 1.2 or higher
- Tier 2 Escalation Engineer's must be milestone 1+,Customer Service
- Tier 2 Escalation Engineer's must be milestone 1+,Collaboration
- Tier 2 Escalation Engineer's must be milestone 1+,Estimation
- Tier 2 Escalation Engineer's must be milestone 1+,Prioritization
- Tier 2 Escalation Engineer's must be milestone 1+,Bug Writing
- Tier 2 Escalation Engineer's must be milestone 1+,Engineering Communication
- Tier 2 Escalation Engineer's must be milestone 1+,Software Investigation
Configuration Health
- ✅ Has 7 Abilities
- ✅ Is a part of 2 Positions
- ✅ Has been referenced in 1 piece of public recognition
- ℹ️ No one has reacted to this Assignment
- ℹ️ Fewer than five people (1) have an official rating on this Assignment. To ensure anonymity, analysis will only appear after at least five people have ratings.
- ⛔️ Last updated: about 5 years ago
- ℹ️ Never conversed about
Examples / Observations
Observation created almost 6 years agoFeaturing:Noah B.We put learners firstWe have difficult conversationsWe ask clarifying questionsWe get agreementsWe recognize the opportunity in challengesWe inspire others to do better workWe don't wait to be told what to do, we take initiativeWe challenge ourselvesWe represent Lessonly positively in the communityWe critique, we don't complainImplementation engineerTechnical investigatorTier-2 escalation engineerNoah has been with us for a little over 6 months at this point and in that time, he's done a great job developing relationships with the rest of the company, going out of his way to help both customers and our internal folks resolve issues, and helping improve the escalation process. He's done such a great job that folks outside of our team have sent me messages about how helpful he's been. Here's the latest from someone in the company: "Noah has been killing it! He is doing an awesome job, especially with a few difficult customers lately. We appreciate him and his hard work SO VERY MUCH!!"
Thank you, Noah for your empathy, patience, and the initiative you take to help everyone do better work 🎉
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