Technical Support Escalation Specialist

Nouvells; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

Nouvells is seeking a Technical Support Escalation Specialist to advance high‑complexity support workflows, audit Tier 2 and 3 tickets, and refine diagnostic steps. You will analyze API issues, log data, and incident communications to improve accuracy and tone.

This role emphasizes technical rigor, clear customer communication, and empathetic problem solving. You will collaborate with product and engineering teams to design scalable escalation processes, expand the knowledge base, and ensure SLA

Responsibilities

• Escalation Ticket Auditing
• Diagnostic Workflow Design
• Knowledge Base Expansion
• SLA & Escalation Protocol Review

Job description

Nouvells is seeking a Technical Support Escalation Specialist to evaluate high complexity technical support workflows, escalation trees, API troubleshooting guides, and incident communication protocols.In this role, you will audit Tier 2 and Tier 3 support tickets, evaluate diagnostic step documentation, review knowledge base articles, and score customer facing communication for technical precision and tone. You will build realistic escalation scenarios involving API errors, database queries, and log analysis. No prior artificial intelligence background is required your technical troubleshooting experience, diagnostic logic, and empathetic communication skills drive the work.

Key responsibilities

• Escalation Ticket Auditing
• Diagnostic Workflow Design
• Knowledge Base Expansion
• SLA & Escalation Protocol Review