Role Description & ResponsibilitiesAs the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our products Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers Create and implement any necessary diagnostic tools, patches, and fixes Develop a working solution based on the root cause you discover, or escalate to R&D teams Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue Identify patterns in escalated customer issues, and then design and implement solutions for our customers Provide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the product Train Technical Support engineers to help them resolve support cases more efficiently