Escalations Engineer

ClickUp

2d • Remote

About The Position

At ClickUp, we’re not just building software. We’re architecting the future of work! In a world overwhelmed by work sprawl, we saw a better way. That’s why we created the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At ClickUp, you’ll have the opportunity to learn, use, and pioneer AI in ways that shape not only our product, but the future of work itself. Join us and be part of a bold, innovative team that’s redefining what’s possible! 🚀
We're looking for an Escalations Engineer who shares our passion for excellence and brings a user-first mentality to everything they do. The ideal candidate is technically sharp, has outstanding interpersonal skills, and is genuinely driven to make customers happy. At ClickUp, the team, processes, and tools we use are critical to our success, and we want someone who thrives on continuously exploring and challenging our platform as it evolves. In this role, you'll champion the customer experience by ensuring every voice is heard, every problem is addressed, and by serving as the bridge between our customers and Engineering teams.

Requirements

• 4+ years of experience working in a Senior Technical Support and/or Escalations Engineering role
• 2+ years in a customer health role (e.g. Customer Success, Account Management, Support, or similar post‑sales role focused on product adoption, retention, and customer outcomes).
• AI fluency: You’ve used modern AI tools in your day‑to‑day to troubleshoot technical issues, automate parts of your workflow, or build simple internal tools, and you understand where AI helps vs where it fails and needs guardrails.
• Proven ownership of complex, high‑severity escalations: you independently triage, set a plan, pull in the right stakeholders, and drive to resolution while collaborating closely with cross‑functional teams.
• Excellent verbal and written communication skills, with the ability to convey clear and appropriate information to both technical and non-technical audiences.
• Experience working with C-suite stakeholders (both internally and externally).
• Experience troubleshooting, diagnosing, and documenting platform bugs, including the ability to QA bug fixes; proficiency in SQL preferred.
• Experience working within Zendesk and/or Salesforce is preferred.
• Ability to manage multiple priorities, commitments, and projects.
• Ability to clarify complex technical issues and coordinate efforts to resolve them.

Nice To Haves

• Occasional travel may be required.

Responsibilities

• Engage with customers and customer-facing teams to quickly and thoroughly address critical issues to protect the health of an account.
• Coordinate across internal resources to manage cross-functional responses to at-risk customers, providing clear and concise updates to all stakeholders.
• Be a reliable technical resource, stepping in to investigate, diagnose, and problem solve issues alongside TS and EPD.
• Reproduce customer issues to verify problems and provide feedback to Engineering and other teams.
• Lead emergency escalations, including communicating risk and progress to C-suite stakeholders, and quickly resolving show-stopping issues for customers.
• Be a subject-matter expert on ClickUp escalations, acting as a one-stop resource for problem solving internally while actively seeking out problems to solve.
• Design and execute large-scale projects and OKRs that positively contribute to the work of the escalations team and its goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed