Job Title: Critical Issue Resolution Specialist
As a Critical Issue Resolution Specialist, you will be part of our 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, addressing the most pressing situations for our customers with proactivity, efficiency, and an unwavering dedication to constant refinement, all while providing best-in-class service for customers and collaborators.
About the Role:
We are seeking a highly skilled and experienced Critical Issue Resolution Specialist to join our Global Incident and Escalation Management team. The successful candidate will have extensive experience in customer-facing sales and/or service delivery roles, with a proven track record of resolving complex and critical issues in a cross-functional environment. They will have strong leadership and communication skills, with the ability to effectively lead and motivate a team of cross-functional professionals. Additionally, they will have expertise in communicating complex topics in a clear and concise manner to different tiers of audiences.
Key Responsibilities:
• Drive progress and resolution of customers' critical issues
• 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
• Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future issues
Requirements:
• Fully fluent in Portuguese, English, and Spanish both 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
• 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
• Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences
• Experience with Networking/Security Products
• Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures