Binary Stream Software - ERP Solutions

Engineer

• Lead escalations and act as the primary escalation point for complex or urgent customer cases
• Conduct advanced troubleshooting, debug and pinpoint code issues, perform root cause analysis, and provide timely customer updates
• Evaluate, develop, and document alternative solutions or workarounds to software defects
• Obtain and record information needed to diagnose, troubleshoot, and resolve issues
• Monitor open escalated issues and maintain appropriate communication with affected customers
• Provide professional services, including writing ad-hoc queries and reports
• Liaise with other ISV companies to troubleshoot issues involving multiple products
• Lead technical analysis and recommendations for customer escalations
• Own a portfolio of high-priority customers and the high-priority queue
• Collaborate with Product and Engineering to log, track, and prioritize product bugs
• Review escalation trends with the Support Manager, identify process gaps, and suggest improvements
• Provide guidance, coaching, support, and vacation relief to Support Analysts
• Support newly onboarded customers during transition from implementation to steady-state support
• Share customer pain points and product adoption feedback with the Implementation Team
• Assist with documenting use-case scenarios and support requirements for new implementations
• Work with Product Managers to share product feedback and support continuous improvement
• Create and update support-tool macros, workflows, and automation
• Collaborate on escalation playbook enhancements
• Support rollout of new tools and processes
• Contribute advanced troubleshooting articles to the knowledge base
• Mentor analysts on complex cases
• Train new team members during their first 3–6 months
• Schedule training sessions on products and technical topics

Escalation Engineer