Escalation Engineer - Consumer Electronics Support

TCL North America; Irvine (CA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Vacation 5 days

Health & Wellness Days

Paid Holidays 12 days

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Matching

Job summary

TCL North America is seeking an Escalation Engineer to own resolution of complex technical issues, high-visibility cases, and executive complaints. You will coordinate with Engineering, Quality, Product, and Legal teams to drive actions and protect the customer experience.

The role emphasizes ownership, decisive action, and timely resolutions with minimal supervision, as you manage end-to-end issues from intake to closure in a fast-paced environment.

Qualifications

• Experience in escalation management, technical support, or related technical problem-solving roles.
• Ability to independently manage high-priority issues, make sound decisions, and deliver results under pressure.
• Strong analytical, troubleshooting, root cause analysis, and problem-solving skills.
• Excellent verbal and written communication skills with the ability to effectively engage customers, executives, engineers, legal teams, and business stakeholders.
• Proven ability to manage multiple priorities while maintaining urgency, accuracy, and attention to detail.
• Experience using CRM and case management platforms such as Microsoft Dynamics or similar systems.
• Flexibility to work weekends, holidays, and extended hours as business needs require.

Responsibilities

• Own and manage complex customer escalations from intake through final resolution.
• Diagnose, troubleshoot, validate, and resolve advanced technical issues across multiple product categories.
• Lead resolution efforts for executive complaints, legal-sensitive matters, social media escalations, and other high-risk customer situations.
• Perform technical testing, issue reproduction, product validation, and root cause analysis.
• Coordinate cross-functional resources and drive accountability to ensure timely resolution of customer commitments.
• Identify recurring product, process, and customer experience issues and recommend corrective actions.
• Document technical findings and communicate actionable recommendations to Engineering, Quality, and Product teams.
• Create and maintain troubleshooting guides, knowledge articles, and process documentation.
• Support continuous improvement initiatives focused on CSAT, NPS, FCR, operational efficiency, and customer advocacy outcomes.
• Manage service inventory, testing equipment, and technical resources required to support investigations and validation activities.

Skills

Escalation management

Technical support

Root cause analysis

Communication skills

Stakeholder management

CRM systems

Work under pressure

Tools

Microsoft Dynamics

CRM platforms

Job description

TCL North America is seeking an Escalation Engineer to own resolution of complex technical issues, high-visibility cases, and executive complaints. You will coordinate with Engineering, Quality, Product, and Legal teams to drive actions and protect the customer experience.

The role emphasizes ownership, decisive action, and timely resolutions with minimal supervision, as you manage end-to-end issues from intake to closure in a fast-paced environment.