Critical Issue Resolution Specialist
Job Description:
This role involves providing high-level escalation support to customers experiencing critical issues that could impact our business relationship and/or sales opportunities with key customers. The incumbent will lead and manage cross-functional teams to resolve these issues, ensuring seamless communication and collaboration across various departments and levels of the organization.
The ideal candidate will possess strong leadership skills, excellent communication abilities, and a customer-centric attitude. They should have experience in managing complex technical issues, leading virtual teams, and influencing stakeholders at all levels.
Responsibilities:
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
* Maintain and improve procedures for customer and field personnel for escalation handling
Required Skills and Qualifications:
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
Fully fluent in Portuguese, English, and Spanish both written and verbal
Strong capacity for Influencing, negotiating, and delegating efforts
Ability to work in a fast-paced, challenging environment with global customers
Leadership and communication skills
Experience in being able to effectively lead and motivate a team of cross-functional professionals
Technical skills: Experience with Networking/Security Products, Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
Benefits:
As a Critical Issue Resolution Specialist, you will be part of a dedicated team responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. You will hold a central position in solidifying our reputation as the go-to cybersecurity partner.
Our Commitment:
We're problem solvers that take risks and challenge cybersecurity's status quo. We can't accomplish our mission without diverse teams innovating, together.