Principal Support Engineer – Customer Reliability & Escalations Engineering
- Hiring Organisation
- Jobleads-UK
- Location
- Milton Keynes, England, United Kingdom
work in a company where people truly BELIEVE in what they're doing!**Job Description:# Escalations & Customer Experience Engineering## Role OverviewThe Principal Support Engineer is a senior, hands-on technical expert responsible for driving rapid resolution of complex customer issues. This role blends deep technical troubleshooting, advanced … submit detailed technical findings, and validate permanent resolutions.* Partner with Product to identify platform gaps, recurring customer pain points, and areas for workflow or UX improvement.* Analyze MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights.* Develop SOPs, escalation workflows, and troubleshooting guides that improve global support ...