RemoteLeaf Logo
Log in Sign up

Support Engineer - Escalation Management

12 hours, 23 minutes ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Apply Now
ONLY [オンリー]

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
Founded 1996
View All Jobs 6

Description

  • Own and manage high-priority customer escalations through resolution.
  • Serve as the incident lead during severity-1 and other high-visibility situations.
  • Triage incoming critical cases and review long-running incidents to determine next actions and risk mitigation.
  • Coordinate cross-functional internal teams and external stakeholders, including leadership, to drive timely resolution.
  • Deliver clear, concise, executive-level written and verbal communications throughout the incident lifecycle.
  • Track progress, risks, and dependencies during active incidents and maintain accountability across involved parties.
  • Identify systemic gaps, operational breakdowns, and recurring issues revealed during incident execution.
  • Escalate issues internally, including to executive levels when needed, to remove blockers and resolve critical problems.
  • Mentor and guide teams outside the escalation function on critical situation processes.
  • Contribute to continuous improvement through process optimization, tooling enhancements, reporting, and incident insights.

Requirements

  • United States citizenship with an active, valid U.S. passport.
  • 7+ years of experience in the technology industry, customer service, support operations, or a related field, or a Bachelor’s degree with 4+ years of relevant experience, a Master’s degree with 3+ years of relevant experience, or equivalent professional experience.
  • Proven experience supporting enterprise or high-severity customer environments.
  • Strong familiarity with enterprise software platforms and terminology.
  • Demonstrated ability to manage high-pressure situations with professionalism and sound judgment.
  • Exceptional written and verbal communication skills, including executive-level summaries.
  • Ability to self-manage, remain reliable within a defined shift, and meet strict response and availability expectations.
  • Willingness and ability to work non-standard hours, weekends, and public holidays as part of a 24x7 rotation.
  • Proficiency with collaboration and productivity tools, including email, messaging, document creation, spreadsheets, and shared workspaces, with 5–7 years of hands-on experience.
  • Prior experience working within a large, complex technology organization (preferred).
  • Direct experience supporting or managing incidents involving enterprise cloud or productivity platforms (preferred).
  • Background in technical, support, or service operations roles; hands-on technical work is not required (preferred).
  • Cloud fundamentals certification, such as a cloud platform or productivity suite fundamentals credential (preferred).
  • IT service management or project management certifications, such as ITIL, PMP, or similar (preferred).
  • Experience mentoring or influencing teams outside of direct reporting structures (preferred).
  • Demonstrated success managing complex, mission-critical, or politically sensitive customer situations (preferred).

Benefits

  • Medical, dental, and vision coverage.
  • Flexible Spending Account.
  • 401(k) program.
  • Competitive PTO offerings.
  • Parental leave.
  • Opportunities for professional growth and development.
  • Fully remote work location.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Mitratech

IT Support Technician/IT Support Engineeer

Mitratech 1K-5K Professional Services

Mitratech is hiring an IT Support Technician / IT Support Engineer to provide global end-user support and help maintain secure, efficient IT operations across a distributed organization.

Mexico Junior Technical Support Engineer
Active Directory macOS Salesforce
8 minutes ago
Highstreet IT

2026-1578 - Technical Consultant - HCM

Highstreet IT 51-250 Internet Software & Services

Oracle seeks a Technical Consultant in HCM Highstreet, India to support HCM/ERP cloud implementations, customizations, integrations, and ongoing system maintenance for SLED clients on a remote, full-time basis.

India Full-time Junior Implementation Consultant Technical Support Engineer
1 hour, 18 minutes ago
Pearce Services

SGRE Family 3 Travel Wind Troubleshooting Technician

Pearce Services 1K-5K Construction & Engineering

Pearce Renewables is hiring a 100% travel wind technician to perform maintenance, troubleshooting, repairs, and retrofit work on Siemens Gamesa wind turbines across North America.

United States Full-time Junior Technical Support Engineer
1 hour, 23 minutes ago
Precision For Medicine

Clinical System Administrator II

Precision For Medicine 1K-5K Pharmaceuticals

Precision Medicine Group is seeking a Clinical Systems Administrator to support clinical systems operations and user needs across trial platforms, ensuring timely delivery and effective system administration for project teams.

India Full-time Junior Database Administrator Technical Support Engineer
1 hour, 38 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers