Job description
Senior Escalation Engineer - Dublin
Are you excited to work as the first Senior Escalation Engineer in Dublin for a leader in Advanced IoT solutions? If you’re driven by challenges in hardware and embedded systems, this role could be your next career step.
Duties and Responsibilities:
- As a Senior Escalation Engineer, you will be the Subject Matter Expert (SME) with the escalation team. You will help grow the team and mentor junior members.
- Escalation team will be the first point of contact for Tier-1s, OEMs and partners, and will be responsible for triaging CFD (customer found defect).
- Possess excellent debugging skills to troubleshoot complex issues in a multi-vendor deployment scenario; be able to suggest immediate workaround while looking into the root cause and permanent solutions with the engineering team and other partners.
- Debug CFD issues by performing log analysis, recreation of issues on the test bench, validate engineering fixes before distributing to customers.
- Act as liaison between customer and engineering team.
- Able to present status of issue to management both internally and externally.
- Follow up and respond to customers per the agreed Service Level Agreement (SLA), including providing trouble ticket updates regularly and keep all key stakeholders informed until a solution is identified and delivered to the customer.
- Create CFD dashboard to help monitor and track status of issues and measure relevant KPI, such as time to respond, time to resolve, statistics of component failures, profile possible systematic issue or failure trend.
- Some travel may be required.
What You’ll Bring:
- Deep Technical Skillset: 7-10 years of experience in Test/QA and Validation Engineering, ideally in IoT, or similar hardware. Strong expertise in embedded hardware, TCP/IP, Linux OS, and hands-on testing.
- Customer-Facing Expertise: Skilled in working directly with customers to understand technical issues, communicate effectively, and handle pressure with professionalism.
- Problem-Solving Approach: Self-starter with an ability to lead through complex issues, coordinating across teams for effective solutions.
If you’re a seasoned engineer in automotive testing, embedded systems, or QA with a passion for customer-driven problem-solving, apply today to shape this exciting role in automotive innovation!
Please note:
We have a number of similar positions currently, and in the future, which we would like to discuss with you should you indicate your interest in this role. When we receive your application for this role, we will contact you to advise you of our process for other similar positions.
Stelfox is fully compliant with GDPR regulations and you can read more in our privacy policy here: https://www.stelfox.com/privacy-policy-gdpr/
Your shared data will not be disclosed or transferred to a third party data controller or data processor located outside the EEA unless we have obtained your express consent.
We look forward to working with you.