Escalation Engineer

Job summary

Manage complex customer, municipal, developer, and executive escalations by identifying root causes, coordinating investigations and corrective actions across departments, and tracking issues through resolution. Communicate clear updates and commitments to stakeholders, prepare leadership briefings, and raise systemic issues, risks, and reputational concerns to management.

Job details

Pay: 37-41/hr Contract Duration: 12 months + possible extensions Work Arrangement: Mainly remote, on site for disucssions as needed We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position. Vacancy: This posting is for a currently vacant role. Required Skills & Experience - Receive, triage, and manage customer, municipal, developer, and executive-level escalations. - Review escalation details and identify the underlying issue, responsible department(s), and required actions. - Coordinate investigations across Engineering, Design, Operations, Construction, Customer Care, System Planning, Regulatory, and external stakeholders. - Obtain clear explanations, timelines, action plans, and commitments from responsible teams. - Provide concise and professional updates to customers, consultants, developers, municipalities, senior leadership, and executives. - Track escalations through to resolution and ensure commitments are fulfilled. - Escalate systemic issues, emerging risks, and reputational concerns to management. - Prepare executive briefings, summaries, and recommendations for leadership review. This person will routinely deal with: Angry customers. Developers threatening legal action. Executive complaints. Municipal concerns. Internal disagreements. They cannot become defensive or emotional. Nice to Have Skills & Experience - Utility industry background. - Experience managing executive-level complaints. - Strong project coordination skills. - Extremely organized and detail-oriented. - Able to challenge internal teams professionally. - Proven ability to de-escalate difficult customer situations. - Writes exceptionally well. - Comfortable presenting to senior leadership. - Understands risk, reputation, and customer impact. - Demonstrates ownership rather than simply forwarding emails. Job Description Insight Global is looking for an experienced utility professional who can independently manage complex customer and executive escalations. The successful candidate must be capable of reviewing a situation, determining the root cause and responsible parties, coordinating corrective actions across multiple departments, obtaining realistic timelines, and communicating effectively with customers and senior leadership. The ideal candidate will possess strong utility industry knowledge, exceptional communication skills, sound judgment, and the ability to manage sensitive, high-profile issues involving major customers, municipalities, developers, executives, and occasionally the CEO's office. They must be highly organized, customer-focused, and comfortable holding internal stakeholders accountable through to final resolution.

What you’ll do

Manage complex customer, municipal, developer, and executive escalations by identifying root causes, coordinating investigations and corrective actions across departments, and tracking issues through resolution. Communicate clear updates and commitments to stakeholders, prepare leadership briefings, and raise systemic issues, risks, and reputational concerns to management.

Requirements

The role calls for an experienced utility professional with strong judgment, exceptional written and verbal communication, and the ability to coordinate complex issues across multiple teams. The successful candidate must remain composed in difficult situations, de-escalate complaints, hold internal stakeholders accountable, and communicate effectively with customers and senior leadership.

Listed skills

• Root Cause Analysis · Preferred
• Cross-Functional Coordination · Preferred
• Project Coordination · Preferred
• Stakeholder Management · Preferred
• issue resolution · Preferred
• written communication · Preferred
• Organization · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Escalation Management
• Root Cause Analysis
• Cross-Functional Coordination
• Customer Communication
• Executive Communication
• Project Coordination
• De-Escalation
• Risk Assessment
• Reputation Management
• Stakeholder Management
• Issue Resolution
• Executive Briefing
• Written Communication
• Organization
• Accountability
• Utility Industry Knowledge

Job areas

• Customer Service & Support
• Management & Leadership
• Engineering
• Construction
• Energy

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