Customer Support Escalation Engineer

The Customer Support Escalation Engineer serves as the final technical escalation point within the Service organization, responsible for resolving the most complex and high-impact customer issues related to IPA products. This role owns case escalation resolution and provides advanced support across multiple channels.

Acting as a bridge for unresolvable cases between the Customer Support team and Engineering, and Operations/Quality, the Escalation Engineer ensures that complex issues are resolved effectively and efficiently, with a goal of developing the expertise to resolve escalated repair issues independently, minimizing the need for Engineering involvement whenever possible.