Escalation Engineer - Tech Support & Advocacy

TECHNOLOGY & INNOVATION; Irvine (CA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Vacation

Health & Wellness Days

Paid Holidays

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Matching

Job summary

TCL North America seeks an Escalation Engineer/Advocate to own and resolve complex technical issues, including executive complaints and high-visibility cases. You will coordinate with Engineering, Quality, Product, and Operations to drive resolutions and improve customer satisfaction.

Ideal candidates have strong troubleshooting skills, experience with consumer electronics, and the ability to work under pressure with minimal supervision. Onsite in Irvine, CA, with occasional travel.

Qualifications

• Experience in consumer electronics support and escalation management.
• Ability to manage high-priority issues under pressure.
• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication with stakeholders.
• Experience using Microsoft Dynamics or similar CRM.
• Willingness to work weekends/extended hours.

Responsibilities

• Own and manage complex customer escalations from intake through final resolution.
• Diagnose, troubleshoot, and resolve advanced technical issues across product categories.
• Lead resolution for executive complaints and high-risk situations.
• Coordinate cross-functional resources and drive timely resolutions.
• Document findings and communicate recommendations to engineering and product teams.
• Create and maintain troubleshooting guides and knowledge articles.
• Support continuous improvement initiatives focused on CSAT and NPS.
• Manage service inventory and testing equipment as needed.

Skills

Escalation management

Technical support

Customer advocacy

Problem solving

Communication skills

CRM systems

Stakeholder management

Independent ownership

Time management

Tools

Microsoft Dynamics

Job description

TCL North America seeks an Escalation Engineer/Advocate to own and resolve complex technical issues, including executive complaints and high-visibility cases. You will coordinate with Engineering, Quality, Product, and Operations to drive resolutions and improve customer satisfaction.

Ideal candidates have strong troubleshooting skills, experience with consumer electronics, and the ability to work under pressure with minimal supervision. Onsite in Irvine, CA, with occasional travel.