Technical Support Escalation Specialist

About the role

Nouvells is seeking a Technical Support Escalation Specialist to evaluate high complexity technical support workflows, escalation trees, API troubleshooting guides, and incident communication protocols. In this role, you will audit Tier 2 and Tier 3 support tickets, evaluate diagnostic step documentation, review knowledge base articles, and score customer facing communication for technical precision and tone. You will build realistic escalation scenarios involving API errors, database queries, and log analysis. No prior artificial intelligence background is required your technical troubleshooting experience, diagnostic logic, and empathetic communication skills drive the work.

Key responsibilities

• Escalation Ticket Auditing
• Diagnostic Workflow Design
• Knowledge Base Expansion
• SLA & Escalation Protocol Review