Job Description: Our team is dedicated to addressing the most pressing situations for our customers, solidifying our reputation as the go-to cybersecurity partner. As an Escalation Manager, you will be at the forefront of driving continuous learnings and efficiency into the Escalation Management and Product Lifecycle.
We are a company built on challenging and disrupting the way things are done, looking for innovators who are committed to shaping the future of cybersecurity.
This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together.
As an Escalation Manager, you will lead and manage the resolution of customers' critical issues by forming and leading interdepartmental, cross-functional, and geographically dispersed virtual teams.
Key responsibilities include driving progress and resolution of customers' critical issues, engaging and leading cross-functional teams in the development and execution of action plans to address critical situations, and effectively communicating critical issue status to executive staff, sales teams, and other invested parties.
Our ideal candidate has fully fluent Portuguese, English, and Spanish written and verbal skills, 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, and strong leadership and communication skills.
Benefits include collaboration with global teams, opportunities for growth and professional development, and a culture that values trust, accountability, and shared success where your work truly matters.
* Escalation Leadership
o Ownership for driving progress and resolution of customers' critical issues
o Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution
* Expedite Resolution
o Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
o Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
* Communication and Reporting
o Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
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Qualifications:
Required Skills and Qualifications:
Customer Experience: 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.
Program/Project Management: Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
Collaboration and Influence: Strong capacity for influencing, negotiating, and delegating efforts.
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.
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Our Commitment:
Our mission is to provide reasonable accommodations for all qualified individuals with disabilities. We celebrate diversity in our workplace and are committed to providing equal employment opportunities without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.