Adds Customer Escalations for Support Engineers workflow

Why is this change being made?

Account escalations are tricky, and we don't have a specific workflow for Support Engineers. The closest we have is https://about.gitlab.com/handbook/support/workflows/emergency-to-escalation-process.html, but it doesn't address some needed points about proactive communication sufficiently to be used by Support Engineers.

This MR adds a page that talks specifically about the role of Support Engineers in escalations.

Author Checklist

• Provided a concise title for this Merge Request (MR)
• Added a description to this MR explaining the reasons for the proposed change, per say why, not just what
  • Copy/paste the Slack conversation to document it for later, or upload screenshots. Verify that no confidential data is added.
• Assign reviewers for this MR to the correct Directly Responsible Individual/s (DRI)
  • If the DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the Maintained by section on the page being edited
  • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies
• If the changes affect team members, or warrant an announcement in another way, please consider posting an update in #whats-happening-at-gitlab linking to this MR
  • If this is a change that directly impacts the majority of global team members, it should be a candidate for #company-fyi. Please work with internal communications and check the handbook for examples.

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