Global Support Expert

Technical Escalation Engineer

(Level 3 Support – Global Service Organization)

About the Role

As a Technical Escalation Engineer , you take end‑to‑end ownership of the most complex technical issues escalated from regional helpdesks, customers, partners, and internal stakeholders. You serve as the technical bridge between field service teams, R&D, Quality, and Product Management—ensuring that every issue is understood, reproduced, investigated, and resolved with excellence.

Your mission is to safeguard product quality, customer satisfaction, and serviceability by providing deep technical analysis, driving cross‑functional collaboration, and ensuring lessons learned translate into future product improvements.

What You Will Do

• Own and manage escalated technical problems from identification to resolution.
• Act as the primary technical interface between Business Units and regional service organizations.
• Collect and analyze all relevant information: product data, log files, environment specifics, and reproduction steps.
• Reproduce issues in our in‑house lab and coordinate further investigation by R&D.
• Perform occasional field interventions when needed to support critical cases.
• Work closely with regional teams to retrieve defective hardware, manage administrative follow‑up, and prepare materials for lab analysis.
• Collaborate with QA and Product Management during Product Quality and Red Alert meetings.
• Provide clear and timely communication on status, root cause findings, corrective actions, timelines, and cost estimates.
• Document everything thoroughly in systems such as Salesforce and iTrack , and create Service Bulletins when applicable.
• Monitor service tickets to detect failure patterns and launch proactive investigations.
• Participate in NPI (New Product Introduction) serviceability reviews to ensure learnings and best practices shape new designs.
• Maintain up‑to‑date knowledge of new products, technologies, and escalations.
• Organize periodic escalation meetings with regional service teams to share insights and gather feedback.
• Support teams during hypercare phases of new product launches.

What You Bring

Education

• Bachelor’s degree required
• Master’s degree preferred

Experience

• Minimum 5 years in a technical or engineering role
• Comfortable working within a matrix organization

Competencies

• Strong analytical and logical problem‑solving mindset
• High sense of ownership and accountability
• Customer‑centric attitude with a focus on service excellence
• Ability to explain complex technical concepts clearly (1:1, group, or presentation settings)
• Positive, collaborative, and constructive communication style