Escalation Engineer

About us:

Binary Stream Software isa leading Canadian product-based company offering stability, growth, and innovation all under one roof.

Let me paint a picture for you: imagine working for a pioneering Canadian product-based company where stability, growth, and innovation converge seamlessly - all under one roof! Binary Stream Software stands tall as a trailblazer in cloud-based business applications.

Here's a glimpse of what we've achieved and what we stand for:

• With a legacy dating back to 1999, boasting over two decades of unparalleled success and a crystal-clear vision for the future.
• In a groundbreaking collaboration, Microsoft licensed our product in June 2021, reaffirming our commitment to excellence.
• Recognized among the top 100 solution providers in Canada, we're also honored to be part of the Microsoft Business Applications 2022/2023 Inner Circle.
• We take immense pride in being certified as a great place to work in Canada, fostering a culture of collaboration and growth across our global teams.
• Embracing a vibrant work culture, we offer a perfect blend of work-life balance, along with company-sponsored health insurance and a nurturing environment where your well-being is paramount.
• With 27 leaves annually plus 11 festival holidays, we ensure you have ample time to recharge and celebrate life's moments.
• Whether you prefer to work from our offices in Canada or Chandigarh or cherish the comfort of your home, we offer flexible arrangements to suit your preferences.

Excited yet? Here's where you come in:

Position Summary:

As part of the Customer Support Team, you will work alongside Support Analysts, led by the Customer Support Manager. As a member of the team, you will get the opportunity to work flexible hours, with a diverse team and cutting-edge technology. As an Escalation Engineer, you can expect to tackle new challenges every day, handling a wide range of issues and bugs. Acting as an intermediary between our Support and Development functions to prevent support issues from disturbing scheduled software production for our Dynamics Business Central products. You have a unique combination of advanced technical and communication skills, being able to manage complex customer and partner relationships effectively. By building meaningful relationships with clients, you have the ability to directly impact Binary Stream’s bottom line.

Primary Duties and Responsibilities:

Escalations & Technical Support

• Lead escalations, act as the primary escalation point for complex or urgent customer cases.
• Conduct advanced troubleshooting, debug & pinpoint issues in the code, complete root cause analysis, and provide timely customer updates.
• Evaluate, develop and document alternative solutions or workarounds to software defects before involving Development.
• Obtain and record all information needed to diagnose, troubleshoot, and resolve each issue.
• Maintain oversight over the status of open escalated issues, ensuring that an appropriate level of communication is maintained with affected customers.
• Provide professional services to customers such as writing ad-hoc queries and reports.
• Liaise with representatives of other ISV companies to jointly troubleshoot issues involving multiple ISV products.
• Take the lead role in technical analysis and recommendations in response to customer escalations.
• Own a portfolio of high-priority customers and take ownership of the high-priority queue.
• Collaborate with Product & Engineering to log, track, and prioritise product bugs.
• Work with the Support Manager to review escalation trends, identify process gaps, and suggest improvements.
• Provide guidance, coaching, support and vacation relief to Support Analysts.

Cross-Functional Collaboration

• Partner with the Implementation Team by:
  • Acting as the dedicated support contact for newly onboarded customers during the transition from implementation to steady-state support.
  • Sharing insights on customer pain points that impact onboarding.
  • Providing feedback on product adoption challenges.
  • Assisting in documenting use-case scenarios and support requirements for new implementations.
• Worked closely with Product Managers to share product feedback and support continuous improvement.

Admin & Small Projects

• Manage small improvement projects such as:
  • Creating/updating macros, workflows, and automation in the support tool (Freshdesk, etc.).
• Collaborate with Customer Support Manager on enhancements of the escalation playbook.
• Support rollout of new tools or processes within the support team.

Knowledge & Mentorship

• Contribute advanced troubleshooting articles to the knowledge base.
• Mentor junior and senior analysts on handling complex cases.
• Train new team members during their first 3-6 months to support onboarding and knowledge transfer.
• Schedule training sessions for team members on various topics and products as needed.

Technical Skills and Other Requirements:

• Advanced understanding of SaaS support processes, escalation management, and the customer lifecycle.
• Strong experience in handling escalated, high-priority cases with advanced troubleshooting and root cause analysis.
• Working knowledge of AL (Dynamics 365 Business Central) with exposure to C/AL, C#, and JavaScript for extensions, integrations, and troubleshooting.
• Practical experience with Power BI, Power Automate, and Dataverse, supporting analytics, automation, and integration needs at a foundational to intermediate level.
• Expertise in quality assurance practices to ensure accurate, timely resolutions.
• Knowledge of support workflows, macros, and automation (Zendesk, Freshdesk, etc.).
• Proficiency in using SQL queries, APIs, and log analysis for technical investigation.
• Strong product and functional knowledge to act as a subject matter expert during escalations.
• Experience managing small-scale projects and process improvements (e.g., ticket audits, reporting, playbook updates).

Ability to work effectively in Agile environments, contributing to iterative product and process improvements