Remote Enterprise Tech Escalation Engineer

United States Digital Space LLC; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

United States Digital Space LLC seeks a Customer Escalation Engineer to own and resolve complex technical issues for enterprise customers across web, mobile, API, and SDK products. You will investigate escalations, reproduce issues, communicate findings, and drive customer-impacting problems to closure.

The role emphasizes strong troubleshooting, technical communication, and collaboration with Success, Engineering, Product, Sales, and Accounts.

Qualifications

• 3-5 years of experience in a customer-facing Technical Support, Technical Account Management, Customer Escalation, or technically focused Customer Success role.
• Experience handling customer escalations, providing frequent updates, and presenting findings to key account contacts.
• Strong troubleshooting and problem-solving skills with an analytical / QA mindset.

Responsibilities

• Serve as an escalation point for complex customer technical issues involving the company's web, mobile, API, and SDK-based products.
• Analyze, troubleshoot, and reproduce customer-reported issues, identifying root cause and working toward resolution.
• Manage technical issues and escalations through completion, including customer updates and internal coordination.
• Perform technical certifications of customer API, web, and Android/iOS mobile SDK integrations before launch.
• Partner cross-functionally with Customer Success, Engineering, Product, Sales, and Account Management to answer technical questions, provide product guidance, and support customer outcomes.
• Work within cross-functional agile teams, collaborating closely with developers, product owners, operations, and other stakeholders.
• Contribute to the company's internal and external knowledge base by producing technical documentation, troubleshooting guides, incident reports, and release notifications.
• Participate in standby coverage when required.

Skills

REST API

JSON

JavaScript

HTML

CSS

Java

jQuery

AngularJS

HTTPS

iOS

Android

React Native

Flutter

Tools

Jira

Confluence

Salesforce

Power BI

Job description

United States Digital Space LLC seeks a Customer Escalation Engineer to own and resolve complex technical issues for enterprise customers across web, mobile, API, and SDK products. You will investigate escalations, reproduce issues, communicate findings, and drive customer-impacting problems to closure.

The role emphasizes strong troubleshooting, technical communication, and collaboration with Success, Engineering, Product, Sales, and Accounts.