Job Description
The Escalation Manager role is a strategic position that provides high-level support for critical customer issues. This individual will lead and manage the resolution of complex problems by forming and leading cross-functional teams.
In this capacity, the Escalation Manager will liaise with various departments, including Support, Sales, Product Management, and Development Engineers, to drive clear intake, scope, priority, exit criteria, and end-to-end processes for streamlined escalation resolution.
Required Skills and Qualifications
* Fully fluent in English, Spanish, and Portuguese (written and verbal)
* 10+ years of customer-facing sales and/or service delivery roles
* Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
* Customer-centric attitude and focus on providing best-in-class service for customers and collaborators
* Program/Project management skills
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA
* Experience in running and operating with SLA/SLO/Milestones paradigm
* Strong ability to influence, negotiate, and delegate efforts
* Leadership and communication skills
* Experience in effectively leading and motivating cross-functional professionals
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences
* Technical skills, including experience with Networking/Security Products
* Knowledge of LAN/WAN technologies
Benefits
This role offers a unique opportunity to be part of a dynamic team focused on delivering exceptional customer experiences. The successful candidate will have a strong sense of ownership and accountability, with a proven track record of driving results in fast-paced environments.
Additional Information
The Global Incident and Escalation Management team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. As an Escalation Manager, you will play a central role in solidifying our reputation as the go-to cybersecurity partner.