Escalation Analyst - Advanced Tech Support Lead

Dover Corporation; City of Moncton; On-site; CAD 60,000 - 80,000; Full time

Job summary

Dover Fueling Solutions (DFS) is seeking an Escalation Analyst in Moncton, NB, Canada. You will bridge Level 1 support with Level 3, owning high-priority tickets, performing advanced diagnostics, and guiding teams to resolution.

You will mentor analysts, coordinate with cross-functional groups, and uphold service levels while expanding your expertise on Bulloch hardware/software and related tools.

Qualifications

• Minimum 3 years in customer support, client relations or technical help desk.
• Deep understanding of the company's product services and/or software application
• Familiarity with Bulloch hardware/software, ticketing platforms, remote support and remote diagnostic tools

Responsibilities

• Manage Escalations/Ticket Management
• Primary point of contact for escalated issues
• Advance troubleshooting
• Training and development
• Coordinate Cross-Function Teams

Skills

Customer support

Technical troubleshooting

Communication

Education

Bachelor's degree or related

Tools

Bulloch hardware/software

Ticketing platforms

Remote diagnostics

Job description

Dover Fueling Solutions (DFS) is seeking an Escalation Analyst in Moncton, NB, Canada. You will bridge Level 1 support with Level 3, owning high-priority tickets, performing advanced diagnostics, and guiding teams to resolution.

You will mentor analysts, coordinate with cross-functional groups, and uphold service levels while expanding your expertise on Bulloch hardware/software and related tools.