Escalation Engineer

About the role

As part of the Customer Support Team, you will work alongside Support Analysts, led by the Customer Support Manager. As an Escalation Engineer, you can expect to tackle new challenges every day, handling a wide range of issues and bugs. Acting as an intermediary between our Support and Development functions to prevent support issues from disturbing scheduled software production for our Dynamics Business Central products.

What you'll do

• Escalations & Technical Support
• Lead escalations, act as the primary escalation point for complex or urgent customer cases
• Conduct advanced troubleshooting, debug & pinpoint issues in the code, complete root cause analysis, and provide timely customer updates
• Evaluate, develop and document alternative solutions or workarounds to software defects before involving Development
• Obtain and record all information needed to diagnose, troubleshoot, and resolve each issue

What you need

• 1–3 years in customer support & success
• Freshdesk
• Escalation handling
• Zendesk
• Root cause analysis
• VBA
• Customer service
• Any graduate

Good to have

• Microsoft Dynamics
• C#
• Power BI
• Power Automate
• SQL
• C