Escalations Engineer

Mango Technologies, Inc.

Job Overview

Location

United States of America

Job Type

Full-time

Full Job Description

📋 Description

• As an Escalations Engineer at ClickUp, you will serve as the critical bridge between customers and internal engineering teams, ensuring that high-impact technical issues are resolved swiftly and effectively to protect customer health and maintain trust in the platform. Your role is vital in safeguarding account stability during critical incidents, directly influencing customer retention and satisfaction by transforming complex problems into clear, actionable paths forward.
• You will engage directly with customers and customer-facing teams to diagnose, reproduce, and resolve urgent technical issues, acting as a trusted technical advisor who can translate between user impact and root cause analysis. This includes coordinating cross-functional responses, leading emergency escalations, and providing real-time updates to stakeholders—including C-suite executives—during high-severity incidents that threaten customer operations.
• You will become a subject-matter expert on ClickUp’s platform, developing deep proficiency in its architecture, common failure points, and troubleshooting methodologies. By consistently reproducing issues, documenting findings, and feeding insights back to Engineering and Product teams, you will drive systemic improvements that reduce recurrence and enhance overall platform reliability.
• The Escalations team operates at the intersection of technical depth and customer empathy, working closely with Technical Support (TS), Engineering Product Development (EPD), and Customer Success to ensure alignment between user experience and engineering priorities. You’ll collaborate in a fast-paced, innovation-driven environment where your contributions directly shape product stability and service excellence.
• In this role, you will sharpen your ability to manage competing priorities under pressure, refine your stakeholder communication skills at the executive level, and develop expertise in incident management, root cause analysis, and technical advocacy—positioning you for growth into senior technical leadership, customer success architecture, or platform reliability engineering paths.
• You will learn to design and execute large-scale projects and OKRs that elevate the escalations function, such as improving response times, reducing repeat escalations, or building proactive monitoring systems—giving you ownership over strategic initiatives that impact both customer outcomes and internal team effectiveness.

🎯 Requirements

• 4+ years of experience working in technical support, with a proven track record of resolving complex customer-facing technical issues.
• 2+ years of direct experience focusing on customer health and escalations, including managing high-severity incidents and coordinating cross-functional responses.
• Excellent verbal and written communication skills, with demonstrated ability to convey technical details clearly to both technical and non-technical audiences, including C-suite stakeholders.
• Experience troubleshooting, diagnosing, and documenting platform bugs, including proficiency in QA processes and bug fix validation; SQL proficiency is preferred.
• Experience working within Zendesk and/or Salesforce is preferred for ticket management and customer interaction tracking.
• Ability to manage multiple priorities, commitments, and projects simultaneously while maintaining accountability to SLAs, deadlines, and stakeholder expectations.

🏖️ Benefits

• Opportunity to work at the forefront of AI-powered productivity innovation, contributing to a platform used by millions of teams worldwide to transform how work gets done.
• Collaborative, mission-driven culture that values ownership, continuous learning, and bold problem-solving—where your ideas directly influence product and process improvements.
• Exposure to executive-level stakeholder communication and incident leadership, building rare and valuable experience in crisis management and technical advocacy.
• Clear pathways for professional growth into senior technical, customer success, or platform reliability roles, supported by mentorship and impact-driven projects.
• Remote-first work flexibility (as indicated by #LI-Remote), enabling you to contribute from anywhere in the United States while staying connected to a global team.
• Commitment to equity and inclusion, with ClickUp’s formal Equal Opportunity Employer stance and privacy protections for all applicants.

Skills & Technologies

TypeScript

Remote

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Mango Technologies, Inc.

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About Mango Technologies, Inc.

ClickUp is a San Diego-based productivity platform that unifies tasks, documents, goals, chat, and whiteboards in one cloud workspace. Founded in 2017, the company serves individuals, startups, and large enterprises seeking to replace scattered tools with a single, customizable hub. Its feature set includes hierarchical task management, real-time collaboration, time tracking, reporting dashboards, and hundreds of pre-built templates and integrations. ClickUp targets teams in software development, marketing, and operations that need to plan, execute, and monitor work without switching applications.

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