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# Escalation Manager III- Eng

- **Company:** UKG Inc.
- **Location:** Lowell, MA, United States
- **Salary:** $71,900.0 - $103,350.0
- **Contract:** Permanent contract
- **Skills:** JIRA, Business Software, Software Debugging, Power BI, Salesforce.Com, Software Engineering
- **Published:** July 24, 2026
- **Apply:** https://dejobs.org/x/x/6D4AEA571FB94306ADE9C499B88EB015/job/

## About the Role

* Ability to handle highly escalated customer situations and assess their business impact

 * Able to break down complex, technical processes into simple, logical steps

 * Knowledge of working with developers and software engineers

 * Work under time constraints

 * Previous experience engaging and working with cross-functional enterprise level software development projects

 * Previous experience as a software engineer, debugging, designing and developing web-based business applications

 * Strong verbal and written communication - must be comfortable working directly with SMEs (Subject Matter Experts)

 * Capable of working on multiple projects while maintaining close attention to detail

 * Excellent analytical, organizational and project management skills

 * Effective problem-solving and strong interpersonal skills with positive, 'can do' attitude

 * Self-Motivating, dedicated, with a strong sense of accountability

 * Excellent ability to handle multiple tasks under tight deadlines

Preferred Qualifications:

 * Working knowledge of Human Resources and Payroll Systems

 * Working knowledge of JIRA

 * Working knowledge of Salesforce

 * Working knowledge of Microsoft Office applications including PowerBI

## Description

The Escalation Manager is responsible for providing customer escalation management support to Customer Experience teams and Sr Engineering Leadership. The Escalation Manager will act as a liaison and coordinate internal efforts to help obtain issue resolution for reported escalated issues that have a significant impact on our customer's business.

The Escalation Manager will:

 * Collaborate cross organizationally with Engineering leadership to obtain clear ownership, traction, and prioritization for escalated customer issues
 * Communicate to key leadership stakeholders the current status, actions taken and next steps
 * Partner with Customer Experience teams to understand business impact
 * Ensure customer engagements have met the desired goals and outcomes before disengaging
 * Review weekly, monthly and quarterly reporting and assess impact proactively to Engineering Escalation Management


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