Job Description:
As a Cybersecurity Expert, you will be responsible for providing high-level escalation support to customers experiencing critical issues with our cybersecurity platforms and solutions.
Key Responsibilities:
• Lead the resolution of customer critical issues by forming and leading cross-functional teams
• Collaborate with various functional organizations and business units, including Support, Sales, Product Management, and Development Engineers
• Drive clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution
Requirements:
We are looking for a skilled professional with the following qualifications:
* Fully fluent in English both written and verbal
You should have at least 10+ years of customer-facing sales and/or service delivery roles. Previous experience as Escalations Engineer/Manager or similar roles is desired. Additionally,
* Your technical skills should include experience with Networking/Security Products
Influencing negotiation delegation efforts ability work fast-paced environment global customers leadership communication skills must also be present You have proven expertise in communicating complex topics clear concise manner different tiers audiences highly technical less technical executives practitioners Experience running operating SLA/SLO/Milestones paradigm clarity success corresponding metrics looks like Strong capacity lead motivate team cross-functional professionals This role demands proactivity efficiency dedication constant refinement passion customer satisfaction Driving continuous learnings efficiency Escalation Management Product Lifecycle key areas team focus continues focus customer experience