SSE DevEsc Manager

• Manage and lead the escalation process for complex technical issues from support and customer teams
• Work closely with development teams to analyze, debug, and resolve critical issues in .NET or Golang-based systems
• Oversee technical investigations involving networking, application, and infrastructure-level concerns
• Act as the point of contact for high-severity incidents and ensure timely resolution and customer communication
• Collaborate with cross-functional teams (engineering, QA, DevOps, product) to drive root cause analysis (RCA) and long-term fixes
• Ensure customer satisfaction by maintaining transparency, professionalism, and consistent follow-ups during issue resolution
• Coach and mentor technical escalation engineers and support team members
• Build and maintain internal processes for escalation management, documentation, and continuous improvement
• Analyze escalation trends and work proactively to reduce repeat issues and improve product quality

• 9 to 12 years of experience in technical, including 3+ years into managing and leading a team
• Strong hands-on background with .NET (C#) or Golang, including debugging and code analysis
• In-depth understanding of networking protocols and troubleshooting tools (TCP/IP, DNS, firewalls, load balancers, etc.)
• Proven experience in managing high-severity customer incidents and leading cross-functional issue resolution
• Strong organizational skills and ability to manage multiple escalations simultaneously
• Excellent verbal and written communication skills, with the ability to engage effectively with technical and non-technical stakeholders
• Customer-centric mindset and experience dealing with enterprise clients

Accountability, Action Planning, Active Learning (Inactive), Active Listening, Agile Methodology, Agile Scrum Development, Analytical Thinking, Bias, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design, Design Thinking, Empathy, Follow-Through, Group Problem Solving, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion