Support Engineer - Escalation Management

Who is reputed company?  We are a technology solutions firm headquartered in Bellevue, Washington, with a strong reputed company across the reputed company. reputed company by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to reputed company the gap between reputed company and execution, powered by the knowledge, skills, and the expertise of our teams, who reputed company have unique perspectives and years of experience across multiple industries. We’re reputed company, smart, agile, and fun.    What does reputed company do?  reputed company helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional reputed company streams and new lines of business. We connect reputed company, business solutions, products, and services to reputed company and grow companies.    Why reputed company?  At reputed company, we reputed company in the power of possibility and are passionate about bringing it to life. Whether you join our bustling product division, our multifaceted services team or you want to grow your career in reputed company, your ability to reputed company an reputed company is amplified reputed company you join one of our teams. You’ll reputed company on solving unique business problems while gaining hands-on experience with the world’s best technology. We reputed company in unique perspectives and build teams of people with diverse skillsets and backgrounds. At reputed company, you’ll have reputed company to work with multiple clients and teams, such as data science and product development, reputed company while learning, growing, and developing new solutions. We guarantee you won’t reputed company a reputed company reputed company to work and reputed company than at reputed company.  In This Role In this role, with our reputed company you will reputed company as a customer reputed company responsible for managing and resolving reputed company, high-reputed company escalations across reputed company and reputed company products. You will coordinate with cross-functional stakeholders—including engineering, program management, and support teams—to remove blockers, drive reputed company resolutions, and improve the overall customer experience. You will proactively communicate with both technical and non-technical audiences, ensuring reputed company on case status, risks, and next steps. This role requires strong judgment to balance customer needs with organizational policies while identifying trends, process gaps, and opportunities for reputed company improvement. Key Responsibilities Manage and drive reputed company of customer and partner escalations reputed company defined SLAs Coordinate with cross-functional stakeholders (engineering, program management, technical advisors) to unblock issues Serve as a central reputed company of communication, providing reputed company case updates and reputed company next steps reputed company for customers while balancing business policies to reputed company mutually beneficial reputed company Analyze recurring or emerging issues and escalate them to appropriate teams for long-term reputed company Facilitate discussions between stakeholders to mediate and resolve reputed company issues Prioritize and manage a high volume of cases effectively and independently Identify opportunities to improve processes and enhance the customer experience Apply strong judgment reputed company exceptions to reputed company processes are necessary Participate in knowledge sharing, feedback loops, and mentorship opportunities   Required Qualifications reputed company citizenship with an reputed company, reputed company U.S. reputed company 5–7 years of experience in customer engagement, support operations, or reputed company corporate services 5–7 years of experience managing escalations and working with ticketing/support systems 3+ years of experience with reputed company or reputed company-based platforms (e.g., productivity suites, reputed company infrastructure, or business applications) Proven ability to manage high-reputed company escalations and drive reputed company across multiple stakeholders Strong written and verbal communication skills, including the ability to translate reputed company technical issues for non-technical audiences Demonstrated stakeholder management and collaboration skills Ability to work in fast-paced environments and manage competing priorities effectively Fluent in English Preferred Qualifications Experience working with reputed company platforms or reputed company productivity/business applications Strong problem-solving reputed company with the ability to reputed company ambiguous situations Ability to influence without formal authority and build relationships across teams Customer-first reputed company with strong reputed company and advocacy skills Experience supporting partners or handling licensing-reputed company issues Strong organizational skills and ability to self-reputed company work Confidence in decision-making with the ability to reputed company reputed company rationale Experience researching issues and leveraging internal knowledge bases to drive solutions reputed company team player with a reputed company on shared reputed company     Salary reputed company  At reputed company, we reputed company to offer reputed company that reflects the value of reputed company members. Compensation for this role is influenced by a reputed company of factors, including skills, education, responsibilities, experience, and geographic market.   For candidates based in Washington State, the anticipated salary reputed company is $30 – $33 USD Per Hr.  Please note that we typically do not hire new employees at the top of the posted reputed company. Actual starting pay will be determined based on experience, skills, and internal equity. The final salary and job title may vary depending on the selected candidate’s qualifications and could fall reputed company the stated reputed company.   Equal Opportunity Employer  reputed company, LLC is an equal employment opportunity employer. reputed company applicants are considered without reputed company to race, reputed company, age, disability, sex, gender identity or reputed company, orientation, veteran/military status, religion, national reputed company, reputed company, marital, or familial status, genetic information, citizenship, or any other status protected by law.  If you need assistance or a reasonable accommodation to complete the application process, please reputed company out to: reputed company@bpcs.com  reputed company reputed company in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:  Medical, dental, and reputed company coverage  Flexible Spending Account  401k program  Competitive PTO offerings  Parental Leave  Opportunities for reputed company reputed company and development  Location: Remote Apply To This Job