Skytap Hiring for Technical Escalation Engineer at Remote Full Time

We are looking for a talented and passionate Technical Escalation Engineer to join our growing Customer Success team. In this position you will be responsible for supporting escalations, both from the Customer Support team as well as from internal engineering and operation teams. Our Escalation Team is uniquely respected by both our customers as well as our Engineering and Product Management Teams for being friendly, knowledgeable, and going above and beyond to make our customers successful. The Technical Escalation Engineer role is critical at Skytap, focusing as an escalation point for both the internal Support Team as well as other customer facing teams such as Sales and Field Operations. Technical Escalation Engineers are also the primary contact point for Engineering during operation incidents and customer impacting events. This position is primarily responsible for managing the holistic customer experience by conducting deep dive analysis into difficult issues, systemic problems, or product gaps. This role then works closely with Product and Engineering to represent our field facing teams to ensure long term customer success with Skytap. We do whatever it takes to make that happen: this includes working with customers via email, phone call, screen sharing, and even performing on-site visits as required. While our primary role is post-sales customer success, we also work with the pre-sales teams to onboard new customers, and get them settled into our amazing, unique product.

Job Type: Full-time