Job Title: Crisis Resolution Specialist
This is a high-visibility role that requires strategic leadership and technical expertise to resolve critical customer issues. The ideal candidate will have a strong background in customer-facing sales and service delivery, with experience in managing cross-functional teams and leading complex projects.
Responsibilities:
* Lead and manage the resolution of customers' critical issues through effective coordination and communication with various departments.
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
* Maintain and improve procedures for customer and field personnel for escalation handling.
* 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.
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.
Requirements:
* 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.
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA, and experience in running and operating with SLA/SLO/Milestones paradigm.
* 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.
* Technical skills: Experience with Networking/Security Products, Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures.
About Us:
We are a cybersecurity company dedicated to protecting our digital way of life. Our mission is to be the cybersecurity partner of choice, and we're looking for innovators who are committed to shaping the future of cybersecurity.
Benefits:
* Opportunity to work with a global team of experts in the field of cybersecurity.
* Challenging and dynamic work environment.
* Professional growth and development opportunities.
* Competitive compensation and benefits package.
Additional Information:
We are an equal opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates who share our values and are passionate about making a difference in the world of cybersecurity.