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Sr. Escalation Engineer

Expired Job

NIO San Jose , CA 95111

Posted 5 months ago


Do you want to be part of a team that will change the future of automotive user experience? Are you passionate about delivering a quality product with innovative ideas? If so, read on!

The Digital Cockpit Validation Team at NIO is responsible for testing a disruptive new automotive hardware and software platform that will deliver an amazing user experience! We provide system/subsystem testing services, including end-to-end, protocol, functionality, and performance testing.

As a Sr. Escalation engineer for Digital Cockpit team you will be point of contact for technical escalations. You will work with field engineers, validation, development, program management and other cross functional teams to provide timely updates on escalation cases to executive team.

You will be responsible for:

Triaging and resolving digital cockpit escalations from multiple inbound channels.

Engaging with cross-functional teams to drive resolution of escalated issues.

Managing technical and executive level updates.

Providing technical mentoring to field Support Engineers.

Participating in Technical Escalation On-Call rotation.


BS/MS in Computer Science or related discipline.
6+ years, technical support, consumer product support, professional services or related customer facing role, with at least 3 years in a senior technical role.

Excellent relationship management, customer service and communication skills.

Ability to remain calm, composed and articulate.

Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment.

Ability to quickly and accurately assess the technical aspects of a problem.

Ability to work independently with little direct supervision and as a part of a team.

Excellent analytical and organizational abilities.

Experience in automotive industry highly desirable.

About NIO

Our mission is to shape a joyful lifestyle for our users by offering smart, premium electric vehicles and providing the best user experience. We are a global company with world-class research and development, design and manufacturing centers in Shanghai, Beijing, San Jose, Munich, London and nine other locations. NIO U.S. is our Global Advanced Technology Center and North American headquarters.

Our global company has achieved many great milestones such as:

  • Securing the inaugural Formula E Drivers' Championship title in 2015
  • Unveiling the fastest electric car in the world, the EP9, and setting a lap record for an electric vehicle at the Nrburgring Nordschleife in 2016
  • Unveiling its vision car, EVE, in 2017
  • Setting a new world speed record for an autonomous vehicle with the EP9 at the Circuit of the Americas in 2017
  • Launching the ES8, a seven-seat high performance electric SUV, on December 16 with deliveries slated to begin in 2018.

Want to be a part of this? Join us!

NIO is committed to a policy of equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, color, age, sex, ancestry, marital status, religion, national origin, disability, sexual orientation, veteran status, present or past history of mental disability, genetic information or any other classification protected by state or federal law.

NIO US is an E-Verify employer.

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Sr. Escalation Engineer

Expired Job