Escalation Support Analyst (DevOps-Aware)

Role Overview

We’re seeking a detail-oriented and tech-savvy professional to serve as the primary point of contact for managing escalation-related communications via email. This role bridges technical understanding with polished communication, ensuring timely responses, effective coordination, and transparent stakeholder updates.

Key Responsibilities

• Handle all escalation-related email communication with professionalism and clarity
• Draft clear and timely responses, coordinate with relevant teams, and follow up until resolution
• Maintain detailed logs and SLA-based tracking of all support tickets
• Collaborate with DevOps and engineering teams to gather technical input when needed
• Proactively update stakeholders throughout the escalation lifecycle

Required Skills & Experience

• Strong command of written English and email etiquette
• Proven ability to manage issue escalation in a high-stakes environment
• Hands-on experience or solid understanding of: Python (for log review, automation, or tooling support)
• Kubernetes (K8s) - familiarity with deployment workflows and containerized environments
• Terraform - knowledge of infrastructure-as-code principles
• Basic SLA management and reporting
• Ability to work independently and in distributed teams across time zones

Bonus Points

• Prior experience in a support engineering or technical project coordination role
• Exposure to ticketing platforms like Zendesk, Jira, or Freshdesk
• Familiarity with cloud platforms (AWS,Azure,GCP)