Job Listing: Escalation Engineer - C/C++, Source Coding, Kernel

Escalation EngineerC/C++, Source Coding, Kernel
A well known Software Development Manufacturer has a Temp to Hire position available for an Escalation Engineer.
Responsibilities:
The Escalation Engineer:

Represents Our Client and communicates with corporate customers via telephone, written correspondence, and/or electronic service regarding technically complex escalated problems identified in Our Client's software products, and manages relationships with those customers.

Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.

Receives escalated, technically complex mission-critical and/or politically-hot customer issues, and maintains ownership of issue(s) until resolved completely.
Solves a highly complex level of escalated problems, involving broad, in-depth product knowledge and/or in-depth product specialty; may include support of additional product line.
Uses trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
Acquires and coordinates resources from other groups as needed to resolve customer issues.
Acts as the key technical interface to Quick Fix Engineering (QFE) and Development for the resolution of high impact or pervasive issues effecting the Software Giant's corporate clients.
Manages hotsite issues by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved.
Leads triage meetings to share knowledge with other Engineers and develops customer solutions efficiently.
Represent the Software Giant professionally in on-site situations.
Acts as Technical Lead, mentor, and role model on a team of Engineers.

Provides direction to others.
Reviews solutions and articles.
Mentors new Escalation Engineers.

Develops and delivers technical training to other Engineers.
Maintains strong working knowledge of pre-release products and takes ownership for product improvement in key product areas.
Reports software bugs and customer suggestions.
Writes complex technical articles and sample programs for knowledge base.
Assists with selection of new team members.
May act as technical focal point in cooperative relationships with other companies.

About Our Client:
The Software Giant, a well known Software Development Manufacturer, headquartered in Redmond, Washington, is committed to the long term mission of helping their customers realize their full potential. They are motivated and inspired every day by how their customers use their software to find creative solutions to business problems, develop breakthrough ideas and stay connected to what's most important to them.
This is a Contract to Direct Hire position, through Volt Technical Resources - a division of a Fortune 1000 publicly traded Staffing Industry Leader, based in Atlanta, GA. We are among the largest IT staffing companies in the US for contract/temporary and direct hire placements and support most of the top rated IT companies in the Southeast.