Escalation Engineer

Binary Stream Software - ERP Solutions

. Lead escalations and act as the primary escalation point for complex or urgent customer cases .

Posted 9/16/2026full-timeRemote • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced understanding of SaaS support processes and escalation management, with strong expertise in troubleshooting, root cause analysis, and customer relationship management. Proficient in utilizing tools like Power BI and SQL for effective problem resolution and process improvement.

Highest-signal resume keywords

Advanced TroubleshootingRoot Cause AnalysisSaaS Support ProcessesDynamics 365 Business CentralSQL Queries

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Advanced TroubleshootingRoot Cause AnalysisSQL QueriesC/ALC#JavaScriptPower BIPower AutomateDataverseQuality Assurance Practices

Soft Skills

Advanced Communication SkillsCustomer Relationship ManagementMentoringCoachingCollaboration

Tools & Technologies

ZendeskFreshdeskAPIsSupport WorkflowsAutomation Tools

Industry Keywords

Escalation ManagementCustomer LifecycleAgile EnvironmentsProcess ImprovementsSupport Analysts

Tech Stack

Tools & technologies

JavaScriptSQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Advanced understanding of SaaS support processes, escalation management, and the customer lifecycle
Strong experience handling escalated, high-priority cases with advanced troubleshooting and root cause analysis
Working knowledge of AL (Dynamics 365 Business Central)
Exposure to C/AL, C#, and JavaScript for extensions, integrations, and troubleshooting
Practical experience with Power BI, Power Automate, and Dataverse at foundational to intermediate level
Expertise in quality assurance practices
Knowledge of support workflows, macros, and automation, including Zendesk and Freshdesk
Proficiency in SQL queries, APIs, and log analysis
Strong product and functional knowledge to act as a subject matter expert during escalations
Experience managing small-scale projects and process improvements
Ability to work effectively in Agile environments
Advanced technical and communication skills
Ability to manage complex customer and partner relationships effectively

Benefits

Comp & perks

Stability, growth, and innovation
Company-sponsored health insurance
27 leaves annually
11 festival holidays
Flexible work arrangements, including office-based work in Canada or Chandigarh and working from home
Flexible hours
Work-life balance
Collaborative and nurturing work environment