Escalation Engineer

BirchStreet is a best in class, leading global provider of cloud-based Procure-To-Pay (P2P) solutions for

the hospitality industry. With the rapid growth in the customer base as well as the modules we currently

offer or the ones proposed to be implemented in the near future, we are looking for flamboyant, tech

savvy professionals to expand the International L2 Escalations Team. Since we are a customer-centric

enterprise solution, our focus is to resolve technical and product issues in reasonable times, while also

ensuring the maximum customer satisfaction.

The L2 Escalations Team currently plays a pivotal role in identifying bugs and defects and planning the

most suitable approach to fix it. The Escalations Department is directly responsible for being the back-

bone for addressing their technical queries and escalations. As one of the fastest growing department in

the organization, we now cater to the needs of almost every other department, including Development

and Product Management, allowing others to make a more informed decision, based on the

technical/aesthetic facts and figures we serve. As a part of this team, you will frequently find yourself

coming up with solutions that will shape the future of our application.

Our work culture is defined by our obligation towards prompt responses, resolutions and customer

satisfaction. Our teammates are driven by their commitments to excellence, awareness as well as an

acute sense of ownership. We strive hard to ensure the product remains stable, even with the multitude

of enhancement and enrichments being added to it. This means, we always have to stay on our toes and

work towards detecting and designing the feasible workflows to fix the issues. This in return is

recognized by the organization and is rewarded through flexibility and higher job satisfaction. We

understand that the only way we can continue to stay relevant and successful is by attracting awesome

candidates who can embrace our culture and are looking for an opportunity to make a major leap in

their career in Software Defect Management.

The Escalations Engineer will be required to perform the following job duties-

• JIRA/Internal/External Email Escalations.

• DEV/Product Management/Program Management Requests for Analysis on PTRs.

• Identifying Bugs/Defects in Application and finding the best way to fix them.

• Raising PTRs for defects. Suggesting security/validation/loggers checks for recurring issues.

• Testing PTRs in QA/UAT before getting them implemented.

• Analyzing effects/scope of PTR fixes- both defects and enhancements.

• Facilitating DEV Team with Issue recreation & defect scenarios.

• WebEx sessions with customers to iron out issues.

Set priority levels on Defect PTRs backlog to ensure that the DEV team picks the most urgent

ones.

• Resolving issues related to Back-Office Integrations, to and from BirchStreet.

• Impart knowledge and information to other departments through emails, training sessions.

• Document code/process flows of the application and explaining it to non-technical teams in

laymen’s language.

• Analyze database records for identifying glitches and bugs.

• Work with PMG and Support to draft customer centric responses.

• Tracking issues/projects and their progress on JIRA.

Tenure of 2 year or more in Technical Field.

• Should hold B.tech/MCA degree from recognized University.

• Hands on experience on PLSQL/MySQL.

• Basic understanding of JAVA and JavaScript.

• Flexibility with work times and ability to stick to deadlines.

• Hardworking and dedicated to continuous improvement.

• Outgoing personality with excellent interpersonal, oral and presentation skills.

• Highly organized with an attention to detail.

• The ability to understand technology and relay it in laymen’s language.

• Entrepreneurial spirit with forward thinking and teamwork orientation.

• Demonstrated proficiency in Word, Excel and other MS Office products.