Technical Services Escalation Engineer

Job description

Job Title Technical Services Escalation Engineer Job Description: The Technical Services Escalation Engineer will be part of the Tier III Technical Services team and serve as the primary escalation point for Tier II Technical Service Engineers (TSE). This position requires a deep understanding of Axis products and solutions, and a proven ability to troubleshoot and resolve complex issues. Acting as the primary, technical escalation point for Tier II, the TSEE will directly assist customers by troubleshooting cases across all support channels. The TSEE will focus on reducing escalations by working directly with other members of the Technical Services team to debrief resolved escalated cases. Responsibilities: Handle escalated cases from Tier II and troubleshoot directly with customers via case and phone support Respond to and engage Team Leads requests to directly assist with escalated and/or challenging customer issues as needed Maintain subject matter expertise on Axis products, solutions and/or technologies Work directly with Technical Service Specialists (TSS) group to resolve customer issues, identify product issues, update documentation, and complete other tasks as directed De...