Job Description
The Escalation Technician will spend 80% of their time working on high priority issues.
o Working with coworkers to ensure all high priority cases are resolved in a timely manner
o Ensure daily tasks are maintained at a consistent level
o Escalate issues to other teams as necessary providing accurate information on the nature of the issue

10% of the time will be spent developing and driving integration strategy and execution.
o Meet with software engineers to ensure customer concerns are addresses
o Review all tickets to ensure no issues are being missed
o Maintain and update Jira cases to ensure communication between developers and the tech support team
o Complete weekly reports on issues, using Splunk and SQL to find issues.

10% of the time will be developing and driving training for L3s and L1s.
o Provide coaching and training for all team members to ensure technical growth on Pulse
o Document fixes developed by on-call...