ONLY [オンリー]

ONLY Corporation specializes in designing, manufacturing, and selling men's and women's clothing, focusing on suits, shirts, and ties. They offer both ready-made and custom suits and operate multiple stores catering to diverse suit preferences.

Textiles, Apparel & Luxury Goods

Consumer Discretionary

Founded 1996

4 open positions

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Support Engineer - Escalation Management

2 hours, 3 minutes ago

United States

Full-time

Senior

Technical Support Engineer

Project and Program Management

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ONLY [オンリー]

Textiles, Apparel & Luxury Goods

Founded 1996

View All Jobs 4

Description

Manage and drive resolution of customer and partner escalations within defined SLAs.
Coordinate with engineering, program management, support, and technical advisors to unblock issues.
Serve as a central point of communication with timely updates on case status, risks, and next steps.
Advocate for customers while balancing organizational policies to reach mutually beneficial outcomes.
Analyze recurring or emerging issues and escalate them to the appropriate teams for long-term resolution.
Facilitate discussions between stakeholders to mediate and resolve complex issues.
Prioritize and manage a high volume of cases independently.
Identify process improvement opportunities to enhance the customer experience.
Apply strong judgment when exceptions to standard processes are needed.
Participate in knowledge sharing, feedback loops, and mentorship opportunities.

Requirements

United States citizenship with an active, valid U.S. passport.
5–7 years of experience in customer engagement, support operations, or related corporate services.
5–7 years of experience managing escalations and working with ticketing or support systems.
3+ years of experience with enterprise or cloud-based platforms, such as productivity suites, cloud infrastructure, or business applications.
Proven ability to manage high-priority escalations and drive resolution across multiple stakeholders.
Strong written and verbal communication skills, including the ability to translate complex technical issues for non-technical audiences.
Demonstrated stakeholder management and collaboration skills.
Ability to work in fast-paced environments and manage competing priorities effectively.
Fluent in English.
Experience working with cloud platforms or enterprise productivity/business applications (preferred).
Strong problem-solving mindset with the ability to navigate ambiguous situations (preferred).
Ability to influence without formal authority and build relationships across teams (preferred).
Customer-first mindset with strong empathy and advocacy skills (preferred).
Experience supporting partners or handling licensing-related issues (preferred).
Strong organizational skills and ability to self-direct work (preferred).
Confidence in decision-making with the ability to clearly articulate rationale (preferred).
Experience researching issues and leveraging internal knowledge bases to drive solutions (preferred).
Collaborative team player with a focus on shared success (preferred).

Benefits

Medical, dental, and vision coverage.
Flexible Spending Account.
401(k) program.
Competitive PTO offerings.
Parental leave.
Opportunities for professional growth and development.
Remote work location.
Competitive hourly pay of $30–$33 USD per hour for candidates based in Washington State.

Interested in this position?

Apply directly on the company website

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