Escalation Support Specialist I

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Escalation Specialist I

Job Summary

We are seeking a highly motivated and customer-focused Escalation Specialist to join our Technical Support team. This role is responsible for managing high-priority customer escalations, coordinating cross-functional resolution efforts, and ensuring an exceptional customer experience throughout the issue resolution lifecycle.

The ideal candidate is technically inclined, detail-oriented, analytical, and comfortable communicating with customers, partners, leadership teams, and internal stakeholders in fast-paced environments. The role requires strong organizational skills, proactive stakeholder management, technical troubleshooting capabilities, and the ability to drive accountability across teams to ensure timely resolution of customer-impacting issues.

Technical skills may include ticket management, escalation tracking, Jira dashboards, reporting and analytics, spreadsheet-based data analysis, technical troubleshooting, SLA management, and support operations tooling such as Jira, Confluence, Zendesk, Pylon, Jira Service Management, and related collaboration platforms.

This position requires mandatory night shift work and regular participation in calls with external stakeholders, partners, and clients to drive timely issue resolution and maintain strong operational relationships.

 

Key Responsibilities

● Serve as a key member of the escalation management process within the Technical Support organization.

● Respond to customer, partner and client strategy team escalations and collaborate with Support, Product Support, Engineering, and technical teams to drive resolution.

● Proactively monitor support trends, identify recurring issues, risks, and customer-impacting concerns, and escalate appropriately.

● Ensure a high level of customer satisfaction through proactive communication, timely updates, and effective issue management.

● Build and maintain strong working relationships with customers, partners, and internal stakeholders.

● Partner closely with Engineering, Product, and external partners to ensure escalated issues are actively managed and do not age unnecessarily.

● Facilitate regular stakeholder and partner calls to review open escalations, provide status updates, drive accountability, and align on action plans.

● Communicate effectively with customers, partners, leadership teams, and internal stakeholders regarding issue status, risks, resolution progress, and next steps.

● Ensure all escalations are appropriately prioritized, tracked, documented, and resolved within defined SLAs.

● Maintain accurate documentation and tracking of escalated issues, action plans, customer communications, and resolution progress.

● Utilize Jira dashboards, reports, spreadsheets, and support metrics to monitor escalation health, identify trends, and support operational decision-making.

● Prepare and present escalation summaries, trend analysis, and operational insights to leadership and cross-functional stakeholders to support prioritization and continuous improvement efforts.

● Contribute to the continuous improvement of escalation management processes, workflows, reporting mechanisms, and operational efficiency.

● Ensure urgent and high-impact tickets are properly prioritized, managed, and resolved efficiently.

● Collaborate cross-functionally with Support, Product Support, Product, Engineering, Revenue, Customer Success, Analytics, and external partners to resolve complex technical issues.

● Support operational excellence by meeting or exceeding team goals, KPIs, SLA targets, and customer satisfaction metrics.

● Work mandatory night shifts aligned with business and customer support requirements.

 

Required Qualifications

● Bachelor’s Degree preferred.

● Mandatory 3–5 years of experience in Technical Support, Escalation Management, Customer Support, Operations, or a similar customer-facing technical role.

● Experience working with cross-functional global teams across Support, Product, Engineering, and Customer Success organizations.

● Proficiency using Jira, Jira dashboards, Confluence, spreadsheets, ticketing systems, and reporting tools to manage work, analyze trends, and track outcomes.

● Experience using support and case management platforms such as Zendesk, Pylon, Jira Service Management, or similar tools.

● Strong analytical, troubleshooting, problem-solving, and critical thinking skills.

● Excellent organizational, prioritization, and time management skills with the ability to manage multiple competing priorities.

● Strong written and verbal English communication skills, including experience communicating with senior-level customer contacts, leadership teams, and external stakeholders.

● Experience coordinating, facilitating, and leading customer, partner, or stakeholder-facing calls.

● Experience managing escalations, tracking action plans, and driving accountability across multiple teams.

● Strong attention to detail and ability to maintain accurate documentation and escalation records. 

● Ability to work effectively in a fast-paced, high-pressure environment.

● Mandatory availability to work night shifts on a regular basis.

Preferred Skills

● Customer-first mindset with strong relationship management and stakeholder management skills.

● Ability to remain calm, professional, and solution-focused during critical incidents and high-severity escalations.

● Knowledge of escalation management processes, incident management practices, and service delivery frameworks.

● Experience creating reports, dashboards, trend analysis, and operational metrics using Jira, spreadsheets, or similar tools.

● Familiarity with Google Workspace (Docs, Sheets, Slides, Gmail), Slack, Confluence, Jira, and related collaboration platforms.

 

Success Metrics

● Timely resolution of escalated issues.

● Customer satisfaction and communication quality.

● Escalation aging reduction.

● SLA adherence and prioritization accuracy.

● Cross-functional collaboration effectiveness.

● Continuous process improvement contributions.

 

Compensation

The expected earnings for this role could be comprised of a base salary and other forms of cash compensation, such as bonus or commissions as applicable.

This pay range is just one component of MX’s total rewards package. MX takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location, skillset, peer compensation.

 

**Please note applicants applying for this position must have the legal right to work in India without the need for sponsorship. We are unable to provide work sponsorship for this role, and candidates should be able to verify their eligibility to work in the country independently. Proof of eligibility to work in India will be required as part of the hiring process.

 

Work Environment

In this role, a significant aspect of the job involves working in the office for a standard 40-hour workweek. We believe that the collaborative nature of our work and the face-to-face interactions among team members are essential for fostering a dynamic and productive work environment. Being present in the office enables seamless communication, facilitates quick decision-making, and encourages spontaneous collaboration that contributes to the overall success of our projects. We value the synergy that comes from having our team members physically together, allowing for immediate problem-solving, idea exchange, and team building.