About the role

Role Overview

Join ClickUp as an Escalations Engineer. You’ll champion the customer experience by resolving critical issues and acting as the bridge between customers and Engineering.

Responsibilities

Engage with customers and customer-facing teams to quickly diagnose and address critical issues to protect account health.
Coordinate cross-functionally to manage responses for at-risk customers and provide clear, concise updates to stakeholders.
Lead emergency escalations, communicating risk and progress to C-suite stakeholders and driving resolution of show-stopping issues.
Troubleshoot platform bugs by diagnosing root cause, documenting issues, and QA-ing bug fixes.
Use AI tools fluently to troubleshoot, automate parts of the workflow, or build simple internal tools, with an understanding of guardrails.

Requirements

4+ years in a Senior Technical Support and/or Escalations Engineering role.
2+ years in a customer health-focused role (e.g., Customer Success, Account Management, Support post-sales) focused on adoption, retention, and customer outcomes.
Proven ownership of complex, high-severity escalations: independently triage, set a plan, pull in the right stakeholders, and drive to resolution.
Strong ability to clarify complex technical issues and coordinate cross-functional efforts.
Excellent verbal and written communication, tailored for technical and non-technical audiences.
Ability to manage multiple priorities and commitments.
Proficiency with SQL preferred.
Experience working with C-suite stakeholders (internally and externally).

Nice to Have

Experience with Zendesk and/or Salesforce.

Location / Work Style

Full remote
Occasional travel may be required.

About ClickUp

ClickUp is a cloud-based productivity and collaboration platform used by teams to manage work, track projects, and coordinate execution. The role focuses on protecting customer outcomes by handling critical escalations and coordinating between customers and Engineering teams.

Tags