Escalation Engineer

About us: Binary Stream Software is  a 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…