Jackson Hogg
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3rd Line Escalation Engineer

16349

ITUnited KingdomCompetitivePermanent
Posted 8 days agoApply Now
We are looking to hire a skilled Escalation Engineer to work closely with our Customer Support team and provide customers enhanced in-depth Support solutions. As an Escalation Support team member, you will be responsible for providing our customers’ complicated issues with technical solutions through in-depth product knowledge including code reading and bug fixes development.

Responsibilities:
· Provide expert-level technical support for our products
· Analyse, diagnose, and debug complex customer issues
· Create and implement patches, fixes, and diagnostic tools
· Take ownership of escalations and drive towards resolution
· Act as a technical focal point in cooperative relationships with other internal groups
· Coordinate with other engineers from various product components to deliver success
· Acquire both broad and in-depth product knowledge
· Create and improve documentation to train support engineers to resolve support cases
· Demonstrate strong interpersonal and communication skills
· Push for solutions and interact with people from various other teams

Requirements:
· At least 1 year of hands-on (full stack) experience with strong Backend experience, working with the multi-threaded environment, and on large scale using .NET
· Web services / WCF / IIS
· VDI - Citrix / Vmware / Hyper-V
· Strong troubleshooting skills
· Great interpersonal skills
· Working under pressure
· Fast technology adaptation
· Independently driven, proactive, accountable, reliable, team player

Additional Skills:
· The following additional skills are an advantage:
· Developing using Microsoft SQL, T-SQL
· Customer support experience
· Experience working with Insights and Splunk
· Experience with windows internals (Win API)
· Work and use of Microsoft environments (Windows Server, NTFS, Active Directory, Exchange, LDAP, IIS, GPO)
· Solid understanding of data structures, design patterns, and algorithms
· Experience with large-scale software projects

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Consultant

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Adam Gowland

Adam joined Jackson Hogg in July 2024, bringing with him over six years of industry experience. He leads Senior IT and Infrastructure recruitment across the North East of England, partnering with organisations to identify high-calibre talent and supporting candidates in securing the next step in their careers. Outside of work, Adam enjoys staying active; whether that’s playing a round of golf, taking long walks with his dog, or spending time at the gym.

Management & Infrastructure

Author Linkedin
Phone 07460047738Email adam.gowland@jacksonhogg.com
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