Your question is Escalating Unresolved Customer Issues. Take a moment with it on the right.
Talk me through your thinking if you like. When you're confident, submit your answer and I'll grade it like a real screen (7/10 or better passes).
Tell me about a time you had to create or improve a process for escalating unresolved customer issues to the right engineering stakeholders and tracking them through resolution. How did you decide what needed escalation, who owned what, and how you kept everyone aligned until the issue was closed?