Hetvi Patel

Senior Escalation Engineer @OpenText

Waterloo, ON, CA

Serve as the primary point of contact for critical customer escalations, ensuring rapid resolution of complex technical challenges- Collaborate with Engineering, QA, and Product teams to build preventive solutions- Conduct in-depth investigations using system logs, APIs, configuration files, and database integrations- Deliver Root Cause Analysis (RCA) with clear business and technical insights for stakeholders- Translate issues into precise bug reports and feature requests, improving product lifecycle- Partner with AI teams to design escalation automation workflows, reducing handling time and boosting customer satisfaction.