Escalation Specialist

Position Details

• Position: Support Escalation Specialist (UK Based)
• Department: Support
• Reports to: Support Manager, EU
• Location: UK based / Full-time / Remote
• Compensation: £46,900‑£50,000 GBP
• Open through: 23 February 2026

The Support Escalation Team is a part of the greater Support team, responsible for member‑facing technical support and specialization on protracted support cases for member organizations. The team works together to provide the highest level of customer service to our members, disseminating knowledge to find resolutions for issues. The ideal candidate will have strong troubleshooting skills and be able to communicate with a broad group of stakeholders.

• Provide excellent customer service, through written and verbal communications to both Tessitura members and Tessitura staff.
• Serve as the Tessitura Network Software & Products subject matter expert and lead diagnostic and troubleshooting efforts on complex and protracted cases.
• Takes ownership of member‑facing support tickets and guides them through to resolution, including necessary database updates and diagnostics as needed.
• Actively prepare for and monitor ticketing on‑sales.
• Provides critical issue support during regular desk shifts both during the business week as well as scheduled weekend on‑call shifts.

• Collaborating cross‑team with your support colleagues to resolve member issues.
• Attends group work every week with Support Escalation colleagues.
• Escalates tickets to Development/Product Owners/Business Analysts as needed.
• Identify and suggest corrections for documentation issues in collaboration with Learning team.
• Investigate and escalation defects for all Tessitura Network Software and Products.

• Regularly contributes to knowledge base article creation and refinement.
• Serves as an active member and has strong experience in one Subject Matter Expert (SME) group.
• This role assists with providing 24/7 coverage as part of an on‑call rotation with other support members.
• Other duties as assigned.

• Minimum of 4 years of experience supporting users who use Tessitura Software and Products.
• Demonstration of strong customer service skills, initiative, and ability to assume additional duties.
• Strong troubleshooting and problem‑solving skills, even when troubleshooting a topic outside of personal expertise.
• Knowledgeable in multiple areas of the Tessitura Environment and supporting technologies, including: networking concepts, SQL Server, API troubleshooting or credit card processing.
• Self‑motivated. Able to work efficiently in a virtual environment, including learning new topics and functionality.
• Excellent communicator, written and verbal.
• Ability to explain complex concepts and situations to people with varying ranges of technical understanding.
• Ability to multi‑task successfully. You will have daily support responsibilities that will need to be managed alongside customer‑driven deadlines that will require dynamic real‑time prioritization based on multiple factors.
• Has experience demonstrating a consistent sense of urgency and follow‑up on open issues to ensure resolution.
• Extremely detailed, organized and results oriented. Benefits and Compensation

  The compensation reflects a UK salary range based on current market data. The candidate's skills, experience, and other relevant factors will determine the final compensation. Tessitura Network offers a comprehensive benefits package designed to support our employees' well‑being. We prioritize work‑life balance by providing generous paid time off, including vacation and sick leave, 12 weeks of paid parental leave, a 7‑week sabbatical after seven years of service, and a recharge week between Christmas and New Year’s.
  
  These benefits are available to our fully remote team, with adjustments made as required by local laws.

  Diversity, Equity, Accessibility, and Inclusion (DEAI) Commitment

  At Tessitura, our mission is to enable arts and cultural organizations to achieve their goals. We recognize that having a diverse team is not only critical to our commitment to adopt equitable behaviors, but it will also fuel collaboration,…