Escalations Engineer

ClickUp

7d • 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.
The Role:
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.
How You Operate
Be in the Details
You maintain an organizational system that allows you to balance multiple accounts, workflows, and follow-up routines.
You become the expert on your accounts and projects, so you own and act on the details of each escalation.
You clearly and concisely report progress to stakeholders on a daily or weekly basis.
You hold yourself and others accountable to meeting commitments, deadlines, and SLAs.
You act with a clear sense of ownership in each of your responsibilities.
Grow 1% Every Day
You lean into problems in order to find solutions and improve practices.
You search for patterns and trends and create opportunities to proactively address them.
You are self-reflective and apply learnings from today to tomorrow.
You ask for help and help others when they need it.
Do Hard Things
You are able to balance competing priorities by taking in multiple data points and making a decision on the best path forward.
You are able to advocate for customers while finding a path forward if initial mitigation plans fall through.
You track multiple data points to analyze our programs, measure their impact against our KPIs, and advocate for fixing areas that need improvement.

Requirements

• 4+ years of experience working in technical support.
• 2+ years specifically focusing on customer health and escalations.
• 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.
• Ability to manage multiple priorities, commitments, and projects.
• Ability to clarify complex technical issues and coordinate efforts to resolve them.
• Occasional travel may be required.

Nice To Haves

• Experience working within Zendesk and/or Salesforce is preferred.

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: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees