Escalations Engineer

Job Title: Escalations Engineer

Location: Mississauga, Canada

Work Model: Hybrid

Responsibilities

• Responsible for efficient and effective case management while adhering to established standard operating procedures for case documentation, customer follow‑up, troubleshooting, research, etc.
• Drive escalations to resolution, collaborate with global peers and other SOTI organizations like Engineering, Sales, and other Support teams in addressing customer issues, and keep all stakeholders communicated on the technical/resolution path.
• Proactively analyse product defects/bugs/trends, serve as the customer champion, driving improvement opportunities on behalf of the customer.
• Validate and qualify customer issues and business impact, which may require collaboration with more senior team members.
• Contribute to the SOTI knowledge base in the form of new or updated technical documents focused on issue resolution or preven...