Product Escalations Specialist

ConstructConnect•Cincinnati, OH

17h•Hybrid

About The Position

The Product Escalations Specialist serves as a final escalation point for Customer Success Managers, Customer Service, and Technical Support and works cross‑functionally with Product, Development, and Operations to drive timely, high‑quality resolutions for complex customer issues

Requirements

Bachelor’s Degree + 3 years in a technical support, consulting, and/or professional services environment OR Associate’s Degree + 4 years in a technical support, consulting, and/or professional services environment OR HS Diploma + 5 years in a technical support, consulting, and/or professional services environment
Demonstrated ability to troubleshoot complex, multi‑system issues, including browser behavior, SSO/login, search logic, email and notification delivery, and integrations.
Experience working with SaaS admin tools, logs, and data (e.g., Salesforce, Jira, SendGrid UI, spreadsheets) to identify patterns, isolate root causes, and validate fixes.
Comfort using AI tools (e.g., Glean) as part of the daily workflow for research, drafting communications, and building small automations/agents.
Strong documentation skills with the ability to turn informal notes into clear, structured bug reports, PES submissions, and knowledge articles.
Excellent written and verbal communication skills, with the ability to explain complex technical issues in clear, customer‑friendly language for both internal and external audiences.
Proven track record of cross‑functional collaboration with Customer Service, Technical Support, Product, Development, Operations, and Customer Success.
Ability to de‑escalate challenging situations and maintain trust through proactive updates, clear expectations, and well‑reasoned recommendations.
Perpetually exhibits the ConstructConnect values, with a strong focus on customer outcomes.
Demonstrated continuous‑improvement mindset: looks for opportunities to streamline processes, reduce repeat contacts, and improve product and support experiences.
Acts as a trusted subject‑matter expert and mentor, willing to share knowledge, coach others, and help raise the bar for the broader team.
Comfortable taking ownership and accountability for complex issues from initial report through to final resolution and documentation.

Responsibilities

Serve as the final escalation point for complex and high‑impact cases before involving Product and Development.
Own the Known Issues and bug lifecycle for assigned products, from discovery and documentation through prioritization, tracking, and communication to internal teams.
Act as a bridge between Support and Product/Engineering, ensuring clear, data‑backed problem statements and customer impact for bugs and enhancement requests.
Own end‑to‑end resolution of complex customer issues across multiple ConstructConnect applications (e.g., Insight, CC Project Intelligence, Bid Management/CCBM, notifications/bulletins, Takeoff products), including investigation, coordination, and final communication.
Use Glean and other AI tools to accelerate troubleshooting, surface prior art, build lightweight automations/agents, and improve quality and consistency of communications.
Convert working notes, OneNote pages, and ad‑hoc documentation into formal internal knowledge articles and runbooks that raise the capability of Customer Service and Technical Support.
Provide mentoring and informal leadership for peers and new hires on troubleshooting approaches, tools, and best practices, helping define and improve team standards.
Assist team leads and frontline teams as an escalation point for Customer Service and Technical Support.
Function as the final escalation point for cases before involving the Product and Development teams.
Respond to and initiate contact with customers and internal partners to resolve escalated issues via phone, email, and other channels as needed.
Test, reproduce, and verify potential bugs in company platforms/software reported by customers or internal teams.
Log, categorize, and monitor existing bugs, providing clear updates to stakeholders and maintaining accurate status in the appropriate systems.
Maintain and continuously improve Known Issues and bug tracking mechanisms (e.g., SharePoint/Teams lists, Jira views) to ensure they are accurate, searchable, and useful for Support and Product.
Investigate and resolve multi‑system issues, including: Login and access problems (SSO, browser, permissions, subscription limits). Search and saved‑search behavior, filters, and results consistency. Email, notification, and bulletin delivery (including SendGrid and related tooling). Calendar sync, project links from emails, and other cross‑system workflows.
Use and maintain proficiency in key tools, including Salesforce Service Cloud, Jira, Confluence/SharePoint, Microsoft Teams, email infrastructure tools (e.g., SendGrid), and AI tools (e.g., Glean).
Maintain an in‑depth working knowledge of company products, systems, and processes across multiple business lines (e.g., Insight, CCPI, CCBM, bulletins, Takeoff/OST/PlanSwift).
Document complex issues and resolutions in a way that can be converted into internal and external knowledge base articles, following defined standards and templates.
Provide informal training and enablement for Customer Service and Technical Support on new product changes, common issues, and effective troubleshooting paths.
Participate in UAT and other testing activities as needed to validate fixes and new features prior to release.