User Escalation Specialist Jobs

At bunq, we’re on a mission to truly make life easy for our user. Part of that is keeping her safe: stopping criminals while making sure clean users are never held up, flagged, or offboarded for nothing. To lead this, we’re looking for a Transaction Review Lead to join our team. As Transaction Review Lead, you’ll own bunq’s line against money laundering, terrorist financing, and sanctions evasion, across both Transaction Filtering Review and Transaction Monitoring Review. You’ll bring them together into one team, with 5 direct reports. Take Ownership: Simplifying from user’s Perspective: Redesign every Transaction Review process starting from what’s best for the user, as part of our zero-based Future of FinCrime redesign. AI Where It Counts: Establish the real volumes first, then use AI and in-house models only where they make things faster or better for Eva, not automation for its own sake. Risk Ownership: Own the quarterly risk assessment across both domains and close CAP items before they turn into compliance breaches. One Team, One Rhythm: Unite TFR and TMR behind the same KPIs (CSAT, UE, Total Handle Time, Compliance breaches) with a clear weekly cadence, owners, and fast escalation of blockers. Decisions That Hold Up: Make sure the rationale behind every investigation decision is documented to a standard that would survive a regulator’s review. Coaching & Accountability: Give your team direct, constructive feedback and hold everyone accountable for delivering. You lead independently across multiple compliance domains, making quality, redesign, and escalation calls without waiting for supervision. You have strong regulatory and compliance judgment at scale in TF/sanctions and transaction monitoring, where a wrong call has real regulatory consequences. You spot risks early and close them before they become problems, and you can show us when you did. You have an AI-native, process-simplification mindset: you rethink the process from Eva’s side first and go AI-led

At bunq, we're not just building a bank; we're reshaping how people experience financial freedom. We believe that when our users face an urgent situation, they deserve immediate, reliable support that provides total peace of mind. As an SOS Hotline Support Guide, you’ll be the calm in the storm, embodying our philosophy by taking ownership, cutting through confusion, and restoring trust when it matters most. Take Ownership As an SOS Hotline Support Guide, you will play a critical role in managing our most urgent user interactions, ensuring their safety, security, and peace of mind. You won't just follow a script; you'll be a lifeline 🌟 Take immediate ownership of our 24/7 SOS Hotline, acting as the first point of contact and mastering crisis de-escalation to guide users from panic to a feeling of security. Serve as the single source of truth by using strong analytical and investigative skills to troubleshoot complex problems, get to the root cause, and deliver swift, definitive resolutions. Seamlessly connect urgent user needs with our internal processes, ensuring a reassuring and efficient experience without exposing the complexity behind the scenes. Identify, analyze, and escalate systemic issues you encounter, acting as our first line of defense to protect our entire user base and prevent future problems. • You maintain unwavering composure and empathy in high-pressure, sensitive situations, acting as a stable and reassuring presence for users in distress. • You are a natural at turning friction into flow. You have a background in handling sensitive and urgent issues with a calm and structured approach. • You are naturally curious and adept at digging deep to uncover the root cause of an issue, not just treating the symptoms. • You have a close-to-native or native command of English. Your communication is clear, concise, and empathetic. • You have prior experience in a high-pressure environment like a contact center, technical support, or an incident response te

ABOUT THE ROLE Accela is seeking a Consultant to join our Managed Services team. In this role, you will partner with large and complex government entities to provide Accela System Administration and System Enhancements for our SaaS clients. You will support all aspects of Accela Land Management or Business Licensing solutions, ensuring client success through proactive administration, enhancements, and technical troubleshooting. This role is ideal for someone with a strong IT and business systems background who thrives on problem-solving, customer success, and continuous learning within enterprise SaaS environments. SPECIFIC RESPONSIBILITIES System Administration Activities • Manage ticket intake and triage from customer contacts • Monitor and oversee MAS support tickets, including routing and escalation • Create, disable, or modify Accela platform user accounts and permissions • Support service pack and release testing • Provide proactive guidance on client-led testing for major releases • Escalate advanced troubleshooting items when needed System Enhancement Development Activities • Build and modify workflows, business rules, and automations • Develop and adjust fee calculations • Configure and resolve urgent system issues • Create and update reports (SSRS, Crystal Reports) • Implement advanced scripting and automation for existing configurations REQUIRED QUALIFICATIONS Strong communication skills with the ability to present technical concepts clearly • High aptitude for complex problem analysis and resolution • Strong organizational and time management skills; detail-oriented and self-driven • Experience implementing and supporting the Accela Civic Platform • Background in IT business analysis, design, development, testing, documentation, and system administration • Experience supporting highly technical and complex enterprise information systems Desired Qualifications Bachelor’s Degree in Computer Science or related field • Accela Bronze Certified Implementation

About Anthropic Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. About the role We're seeking an experienced Executive Escalations Manager to be a founding member of a new pillar of our Operations organization: Community & Executive Escalations. This role is the front line of how Anthropic protects its reputation when high-stakes user issues surface through executive channels. You'll help stand up the function from scratch and operate it day-to-day. You'll be the person building the playbooks and escalation criteria, triaging incoming escalations, and running them to resolution alongside cross-functional partners. The ideal candidate combines calm-under-fire judgment with sharp written communication and a bias toward action. Responsibilities: Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to successfully manage escalations coming from Anthropic’s executive team Own executive escalations end-to-end during your coverage hours Communicate crisply with internal stakeholders: brief executives on live situations, give Comms partners the facts they need, and keep incident channels useful and current Write clear post-escalation reports that capture what happened, what we did, and what should change—so the next escalation is easier than the last Lead a recurring escalations insights forum: identify patterns across escalations and drive the resulting product and policy changes with partner teams You may be a good fit if you have: 6+ years of experience in escalation management, trust & safety operations, customer support, or a related front-line operations role—ideally at a consumer or developer platform. Direct, hands-on experience running incidents or escalations: you'

The Technical Support Engineer - Premium Care serves as the initial point of contact for Talkdesk’s platform related issues, accurately capturing incident details, classifying impact and severity, and attempting immediate resolution. Team Specific Duties and Responsibilities: Familiarity with Reporting Applications: Issue Triage & Support, Data Verification, User Management & Access Control, and Incident Escalation Familiarity with Workforce Management (WFM) Applications: Schedule & Roster Support, Configuration & Maintenance, Data Sync & Integration Monitoring, and Ticketing & Troubleshooting Familiarity with Quality Management (QM) Applications: Platform Administration, Recording & Media Troubleshooting, System Health Monitoring, and Access & Role Management Familiarity working with Government (Federal, State, Local), or Education customers Rigorous Ticketing Hygiene SLA Compliance & Tracking Escalation & Ownership Knowledge Base Maintenance Incident Communication Preferred Qualifications: Fluent in English Excellent written and verbal communication skills Previous experience in a client-facing technical role for a product business Strong problem-solving, decision-making, and critical-thinking skills Ability to make sense of something complex and explain it in plain English Professional, courteous and committed to providing amazing customer support Open-minded, positive and keen to learn Great attitude, team player Willing to work flexible hours Keen to mentor and help train junior team members College degree Pay Range (OTE Pay) : $45,073 - $79,497 Other Types of Pay : Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. Health Insurance : Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP). Retirement Benefits : 401(k) plan Paid Time Off : Talkdesk offers an

About the Role You'll own the technical and operational execution of the trial from kickoff to decision, acting as the connective tissue between Sales, Product, and the customer during the evaluation window. You'll be the single point of accountability for trial execution. Key Responsibilities Trial Execution: Own the technical and operational execution of each enterprise trial from kickoff through the customer's final decision, including environment setup and configuration. Requirements & Scoping: Gather and scope technical and operational requirements directly with the customer's technical and legal ops stakeholders. User Enablement: Design and deliver training so prospect teams can meaningfully evaluate the product, not just log into it. Issue Triage & Escalation: Identify and triage issues that arise during the trial, escalating to Product or Engineering as needed to keep the trial moving. Project Management: Own the trial timeline and success criteria, hold both Eudia and the customer accountable to them, and flag risk to the deal team early. Cross-Functional Connective Tissue: Act as the primary link between Sales, Product, and the customer during the evaluation window, and translate trial outcomes into a clear, evidence-based case for close. What We're Looking For 1-2 years of experience; recent graduates encouraged to apply. Strong organizational skills. Comfortable tracking multiple timelines, tasks, and stakeholders at once. Clear, professional written and verbal communication; comfortable presenting to and training customer teams. Interest in learning technical/product concepts quickly and explaining them to non-technical users. Detail oriented and reliable in following up on open items and closing loops. Comfortable working directly with customers and cross-functional internal teams (Sales, Product). Willingness to travel for customer meetings and onsite trial support as needed. Preferred (Nice to Have) Internship or coursework involving customer

The Technical Support Engineer - Platform Support serves as the initial point of contact for Talkdesk’s platform related issues, accurately capturing incident details, classifying impact and severity, and attempting immediate resolution. Team Specific Duties and Responsibilities: Familiarity with Reporting Applications: Issue Triage & Support, Data Verification, User Management & Access Control, and Incident Escalation Familiarity with Workforce Management (WFM) Applications: Schedule & Roster Support, Configuration & Maintenance, Data Sync & Integration Monitoring, and Ticketing & Troubleshooting Familiarity with Quality Management (QM) Applications: Platform Administration, Recording & Media Troubleshooting, System Health Monitoring, and Access & Role Management Rigorous Ticketing Hygiene SLA Compliance & Tracking Escalation & Ownership Knowledge Base Maintenance Incident Communication Preferred Qualifications: Fluent in English Excellent written and verbal communication skills Previous experience in a client-facing technical role for a product business Strong problem-solving, decision-making, and critical-thinking skills Ability to make sense of something complex and explain it in plain English Professional, courteous and committed to providing amazing customer support Open-minded, positive and keen to learn Great attitude, team player Willing to work flexible hours Keen to mentor and help train junior team members College degree Pay Range (OTE Pay) : $45,073 - $79,497 Other Types of Pay : Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. Health Insurance : Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP). Retirement Benefits : 401(k) plan Paid Time Off : Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world. Responsibilities We are looking for an experienced Pakistan-based MLRO to support Binance Pakistan’s growth in the region. The role will be responsible for building and maintaining the local AML/CFT, KYC, sanctions and regulatory compliance framework, with a strong focus on Pakistan’s financial crime regulatory environment and virtual asset requirements set out by the Pakistan Virtual Assets Regulatory Authority (“PVARA”). Develop, implement and maintain the Pakistan compliance programme, covering AML/CFT, KYC/CDD, sanctions screening, transaction monitoring, suspicious activity reporting, and regulatory governance. Act as the local MLRO/primary financial crime compliance point of contact for the Pakistan entity, including oversight of suspicious transaction identification, escalation and reporting. <li style="font-size: 11pt; font-family: Aria

About the Role MongoDB is looking for a Senior InfoSec Analyst to join our Computer Security Incident Response Team. You will detect, investigate, and respond to security events across our corporate and cloud environments. You'll act as a technical lead on incidents, mentor analysts, and work with Engineering, IT, Legal, and Privacy teams to reduce risk. We are looking to speak to candidates who are based in Gurugram for our hybrid working model. What You'll Do Lead investigations from triage through containment, scoping, remediation, and postmortem for security events Analyze logs, endpoint telemetry, and cloud and SaaS audit data to distinguish true positives from false positives and reconstruct attacker or user activity timelines Investigate credential and secret exposure, endpoint detections, phishing, data exposure, and policy violations such as unauthorized tool or AI usage Automate repetitive response work using scripting and APIs, including enrichment, ticketing, and notification workflows Maintain runbooks, playbooks, and severity and escalation standards Contribute to employee-facing security guidance and awareness Mentor junior analysts and help raise the team's investigative and communication standards What We're Looking For 5+ years in security operations, incident response, detection engineering, or a related field Hands-on experience leading incidents end to end, including clear stakeholder communication during and after an event Strong log analysis skills in a SIEM and fluency with EDR tools Working knowledge of cloud security (AWS, GCP, or Azure), identity and access management, and SaaS security Solid understanding of attacker techniques and frameworks such as MITRE ATT&CK Ability to prioritize and make sound decisions under ambiguity and time pressure Strong written communication, including incident reports and executive-ready summaries Nice to Have Experience integrating LLM or AI tooling into security workflows, or assessing AI-related risk

Who we are About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. About the team The Product Support team directly supports our largest and fastest growing users, partnering with them to grow their business. We actively seek and capitalize on opportunities to meet and exceed their service expectations, working to impress the trendsetters and remove obstacles from their path. The team is there when users need us but also there proactively - before they even realize they need support. The Critical Support team exists within Product Support to help address the most escalated user issues. This team responds to users who have sent their issue or concerns to a member of their Stripe account team or to a Stripe executive. We own the resolution of the immediate issue at hand, as well as ensuring that the factors that led to the escalation are addressed and remediated. Ultimately, these cases often shine a light on points of failures within Stripe, and the team has the opportunity to create transformative user experiences, while also helping edit Stripe to rectify the structural issues that resulted in the escalation in the first place. This is a high visibility, high impact role, with the responsibility to work with executives users and cross functional stakeholders, all while helping shape the evolution of this team. What you’ll do We are looking for a strategic leader to continue to build and lead Critical Support as Stripe’s ultimate. You will own the strategy, operating model, and cross-funct

Behind every payment is someone who expects things to simply work. People shouldn't have to wonder where their money is or what's happening next. As a Payment Investigations Expert, you make payments feel effortless by giving our users fast answers, clear communication, and complete confidence in every interaction. That's your mission. Up for this? Kick off your application by taking our assessment and find out if bunq is your perfect match! 🕵️‍♂️ Take Ownership As our Payment Investigations Expert, you'll own the end-to-end payment investigation journey, from the moment an issue surfaces to the moment it's resolved and prevented from happening again. Build and scale AI-powered automation for payment investigation flows, driving auto-handle rates higher and continuously raising the ceiling each quarter. Track investigation performance and user satisfaction through Looker and Amplitude, running monthly gap analyses to turn structural issues into clear, actionable process improvements. Define and maintain handling guidelines, KPIs, and decision logic that ensure every investigation is handled consistently, compliantly, and fast, regardless of who or what is executing it. You have deep knowledge of payment schemes, rules, and the full payments lifecycle, including escalation flows and third-party communication with banks and payment schemes. You have an AI-first mindset, you design processes to be executed by automation, not built around it, and you actively look for ways to eliminate manual handling permanently. You know how to hunt for root causes using data: you don't stop at symptoms and you don't rely on gut feeling. You have a hands-on, get-it-done approach, you're comfortable owning urgent cases directly, learning from every escalation, and translating that into structural fixes. You're an excellent communicator and speak English fluently, with the ability to drive clear stakeholder alignment both in writing and in conversation. Curious to see how we make life

Talkdesk is seeking a Sr. Technical Support Engineer who thrives at the intersection of deep technical troubleshooting and high-level customer consulting. In this role, you aren’t just closing tickets; you are a strategic partner to our clients, an advocate for their needs internally, and a developer of tools that make our entire support engine run smoother. You will be the bridge between our customers and our Engineering, Product, and Professional Services teams, ensuring that complex technical challenges are met with elegant, scalable solutions. Key Responsibilities Technical Leadership & Triage Advanced Troubleshooting: Lead Talkdesk’s most intricate support tasks. Outline reproduction steps, drive issues to resolution, and manage customer expectations with clarity. Escalation Management: Serve as the definitive point of contact for issues escalated from Tier 1 or Client Services, ensuring timely resolution. Developer Advisory: Act as the primary technical contact for partner and user developers, comfortably navigating and advising on custom solutions and integrations. Efficiency & Innovation Tool Development: Identify recurring manual tasks and develop internal tools or scripts (JavaScript, etc.) to automate the team’s most time-consuming workflows. Process Optimization: Leverage strong technical acumen to dynamically identify processes and technical solutions for unexpected or high-pressure situations. Customer Advocacy & Success Voice of the Customer: Identify and synthesize customer feedback to act as a strategic advocate to internal Product and Engineering teams. Strategic Consulting: Develop trust with client leadership to remove roadblocks, formulate best practices, and document functional/technical requirements. Risk Mitigation: Work closely with customers to track work progress and create strategies for risk mitigation and contingency planning. Feature Demonstrations: Conduct engaging demos of feature enhancements for both new and existing cu

Amplitude is the leading AI analytics platform, helping over 4,700 customers—including Atlassian, Burger King, NBCUniversal, and Square—build better products and digital experiences. With powerful AI Agents embedded across our platform, teams can analyze, test, and optimize user experiences faster than ever. Ranked #1 across multiple categories in G2’s Winter 2026 Report, Amplitude is the best-in-class solution for product, data, and marketing teams. Learn more at amplitude.com . As an organization, we deliver for our customers by living our values. We operate from a place of humility, take ownership of problems and successes, approach challenges with a growth mindset, and put our customers at the center of everything we do. Amplitude’s Commitment to Diversity Equity & Inclusion (DEI): Amplitude believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion—one focused on psychological safety, empathy, and human connection—that will allow employees of all backgrounds to thrive. Amplitude is looking for a Senior Salesforce Platform Engineer to support the scaling and ongoing evolution of our go-to-market (GTM) systems. You'll own end-to-end visibility into our Salesforce platform, from day-to-day configuration and support to long-term architecture and improvement. As part of our GTM Engineering team, you’ll partner with Sales, GTM Operations, Finance, Product & Engineering, and GTM leadership to deliver well-governed solutions across Salesforce and connected platforms like CPQ, NetSuite, Amplitude, and Snowflake. What You'll Do Hands-on platform administration, configuration, troubleshooting, maintenance, testing, upgrades, and user support Maintain and optimize CPQ, pricing, quoting, and opportunity workflows to support the quote-to-cash process Serve as the escalation line of support for Salesforce, handling escalated i

The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for. About the Role, Mission or Department Overview The Enterprise Productivity team helps colleagues do their best work by providing reliable, secure, and easy-to-use workplace technology. We manage a growing portfolio of SaaS applications and the systems, integrations, and processes that support how The Times works every day. As a Senior SaaS Systems Administrator, you will lead the administration, reliability, and continuous improvement of our SaaS platform stack. You will be the primary escalation point for complex admin-level incidents and a technical steward of the applications, integrations, and operational practices.You will report to the Manager of Enterprise Productivity Responsibilities: You will oversee the administration and ongoing improvement of a broad portfolio of SaaS applications, including: Google Workspace, Slack, Glean, Figma, Airtable, Coda, Miro, Trint, and other enterprise productivity tools. You will lead the investigation and resolution of complex application, access, configuration, identity, and integration incidents, leading issues through root-cause analysis, remediation, and preventative follow-up. You will establish and maintain standards for user and group access, permissions, application configuration, lifecycle management, integrations, and administrative controls in partnership with security, IT, and partners. You will be a technical steward of the SaaS application portfolio by defining ownership, documenting d

Our vision is to transform how the world uses information to enrich life for all . Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever. Job Description Micron is seeking an IT Field Service Technician who will support large-scale manufacturing environment with an emphasis on reliability, performance, and customer-focused service delivery. This role serves as a key technical contributor and provides backup support to the IT Field Service Manager, working closely with cross-functional IT teams to ensure consistent and effective technology operations across the organization. The Field Services Technician delivers advanced end-user computing support, oversees hardware deployments, resolves complex technical issues, and supports network connectivity. This position requires strong technical depth, leadership ability, and the capacity to assume limited management responsibilities. The successful candidate will contribute to service quality improvements, process optimization, and act as a technical escalation point for the team. You will exhibit a high level of dependability and passion, embodying our core values of People, Innovation, Tenacity, Collaboration, and Customer Focus. Responsibilities Provide advanced technical support for client computing, hardware, software, and network connectivity within a manufacturing environment. Lead and oversee computer and hardware deployments, including setup, configuration, testing, and alignment with enterprise standards. Respond to and resolve IT incidents, maintain accurate documentation, perform preventive maintenanc