Job Summary:
We are seeking a skilled Escalation Manager to join our team. This individual will be responsible for providing high-level support and resolving complex customer issues in a timely manner.
About the Role:
The Escalation Manager will lead cross-functional teams to resolve critical customer issues, ensuring seamless communication and effective decision-making. This role demands strong leadership, technical expertise, and excellent communication skills.
Responsibilities:
* Lead and manage the resolution of customers' critical issues
* Form and lead interdepartmental teams to address customer needs
* Collaborate with various functional organizations and business units to drive issue resolution
* Communicate effectively with executive staff, sales teams, and other stakeholders
Requirements:
* Fully fluent in English, Spanish, and Portuguese (written and verbal)
* 10+ years of customer-facing sales and/or service delivery roles
* Proven experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles
* Strong technical skills, including experience with Networking/Security Products and LAN/WAN technologies
Benefits:
* Competitive salary and benefits package
* Opportunities for professional growth and development
* Collaborative and dynamic work environment
What We Offer:
* A chance to work with a leading cybersecurity company
* Opportunities to develop your skills and expertise
* Collaborative and innovative work environment