Escalations Engineer, ClickUp
$90-115k
+ Equity
Workplace productivity platform
Be an early applicant
Workplace productivity platform
1001+ employees
Be an early applicant
$90-115k
+ Equity
1001+ employees
Company mission
To save people time by making the world more productive.
Role
Who you are
- We're looking for an Escalations Engineer who shares our passion for excellence and brings a user-first mentality to everything they do
- The ideal candidate is technically sharp, has outstanding interpersonal skills, and is genuinely driven to make customers happy
- You maintain an organizational system that allows you to balance multiple accounts, workflows, and follow-up routines
- You become the expert on your accounts and projects, so you own and act on the details of each escalation
- You clearly and concisely report progress to stakeholders on a daily or weekly basis
- You hold yourself and others accountable to meeting commitments, deadlines, and SLAs
- You act with a clear sense of ownership in each of your responsibilities
- You lean into problems in order to find solutions and improve practices
- You search for patterns and trends and create opportunities to proactively address them
- You are self-reflective and apply learnings from today to tomorrow
- You ask for help and help others when they need it
- You are able to balance competing priorities by taking in multiple data points and making a decision on the best path forward
- You are able to advocate for customers while finding a path forward if initial mitigation plans fall through
- You track multiple data points to analyze our programs, measure their impact against our KPIs, and advocate for fixing areas that need improvement
- 4+ years of experience working in technical support
- 2+ years specifically focusing on customer health and escalations
- Excellent verbal and written communication skills, with the ability to convey clear and appropriate information to both technical and non-technical audiences
- Experience working with C-suite stakeholders (both internally and externally)
- Experience troubleshooting, diagnosing, and documenting platform bugs, including the ability to QA bug fixes; proficiency in SQL preferred
- Experience working within Zendesk and/or Salesforce is preferred
- Ability to manage multiple priorities, commitments, and projects
- Ability to clarify complex technical issues and coordinate efforts to resolve them
- Occasional travel may be required
What the job involves
- At ClickUp, the team, processes, and tools we use are critical to our success, and we want someone who thrives on continuously exploring and challenging our platform as it evolves
- In this role, you'll champion the customer experience by ensuring every voice is heard, every problem is addressed, and by serving as the bridge between our customers and Engineering teams
- Youll engage with customers and customer-facing teams to quickly and thoroughly address critical issues to protect the health of an account
- Coordinate across internal resources to manage cross-functional responses to at-risk customers, providing clear and concise updates to all stakeholders
- Be a reliable technical resource, stepping in to investigate, diagnose, and problem solve issues alongside TS and EPD
- Reproduce customer issues to verify problems and provide feedback to Engineering and other teams
- Lead emergency escalations, including communicating risk and progress to C-suite stakeholders, and quickly resolving show-stopping issues for customers
- Be a subject-matter expert on ClickUp escalations, acting as a one-stop resource for problem solving internally while actively seeking out problems to solve
- Design and execute large-scale projects and OKRs that positively contribute to the work of the escalations team and its goals
Our take
Clickup provides a set of professional tools for collaborative project management, spreadsheets, document processing and workplace communication which are accessed from a single platform. In contrast to most of the austere, pared-back tools you might find in the workplace, it takes a playful approach, with its programs looking more like fun consumer-focused apps while still being fully-featured.
The company isn't alone in the workplace productivity market, counting Asana, Jira, Slack, and Monday among just a few of its competitors. However its advantage comes from its unified platform which encourages users to stay in ClickUp's ecosystem rather than look outside for other tools. Indeed, the vast majority of its users utilise three or more of its products. This has led to strong success in its market, with over 800,000 teams using the platform in enterprises such as IBM, logitech and Spotify.
ClickUp has been the beneficiary of a significant amount of investment, which it has used to develop its product and expand internationally. As it grows its footprint in Asia and Europe, where nearly half of its customers are based, it has also unveiled a new version of its platform which integrates AI writing and advanced search tools. The company is well poised to deliver on its vision of becoming the one app to replace them all.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Oct 2021
$400m
SERIES C
Dec 2020
$100m
SERIES B
Total funding: $537.2m
Company benefits
- 16" MacBook Pro
- Moving Expenses
- $200/mo commuter benefits
- Team lunches each week
- 401(k) match up to 2%
- Unlimited snacks, kombucha, and cold brew
- Health insurance
- Dental insurance
- ClickUp swag
- Teammate recognition rewards
- Flexible PTO
Company HQ
East Village, San Diego, CA
Leadership
Alex Yurkowski
(Co-Founder & CTO)Previously co-founded Mango Technologies. Experience as a Software Engineer for IBM and as an iOS Developer for Notre Dame Research Group.
Zeb Evans
(Co-Founder & CEO)Previously co-founded Fast Followerz and spent one year as a Monorail Driver for Walt Disney World.
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