Senior Issue Resolution Specialist
The Senior Issue Resolution Specialist role is a high-impact position that provides top-tier issue resolution for critical customer matters affecting the company's relationship and sales opportunities with key customers.
* Escalation Leadership
o Oversight of critical issue progression and resolution, ensuring seamless collaboration across support, customer success, professional services, sales, customers, and partners.
o Fostering streamlined escalation resolution through clear intake, scope, priority, exit criteria, and end-to-end processes.
o Maintaining and enhancing procedures for customer and field personnel on escalation handling.
o Navigating direct customer leadership and technical audiences as required.
* Expedited Issue Resolution
o Leading cross-functional and geographically dispersed teams in developing and executing action plans to address critical situations.
o Influencing and delegating efforts effectively to achieve key objectives of critical accounts and issues.
o Clear accountability for relevant owners in driving target service-level Objectives (SLO) and intermediate milestones.
o Collaborating with Executive Sponsors to resolve roadblocks efficiently.
* Communication and Reporting
o Effective communication of critical issue status to executive staff, sales, support, product teams, and other stakeholders.
o Utilizing dashboards and data insights to drive outcomes and track progress toward SLO.
o Setting clear customer expectations and providing timely updates on troubleshooting and resolution action plans.
* Risk Management
o Making informed decisions on escalating urgency and applying relevant focus to solve complex situations with proper governance, guardrails, and reviews.
o Embodying a 'customer-first' attitude and willingness to go above and beyond to foster customer success.
o Demonstrating strong judgment in risk management and problem mitigation from both business and technical perspectives.
* Post-Incident Analysis and Prevention
o Conducting retrospectives and post-mortems to improve processes, systems, and products.
o Identifying systemic and pervasive issues related to products and/or processes and driving actions to prevent future problems.
o Reporting on problem areas, highlighting the magnitude of the issue through case numbers or customer impact.
o Understanding techniques to predict risks using data and AI models and systematically addressing them.
o Co-creating and piloting proactive programs to reduce the likelihood of customer and field escalations.
Requirements:
* Experience: Fluent in English, Portuguese, and Spanish, with 10+ years of customer-facing sales and/or service delivery roles, including Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar positions.
* Program/Project Management: Managing critical issues in a cross-functional environment involving support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues.
* Collaboration and Influence: Strong capacity for influencing, negotiating, and delegating efforts, with the ability to work in a fast-paced, challenging environment with global customers.
* Leadership and Communication Skills: Experience leading and motivating cross-functional professionals, communicating complex topics clearly and concisely to various audience tiers (technical, non-technical, executives, practitioners).
* Technical Skills: Experience with Networking/Security Products, knowledge of LAN/WAN technologies, including general routing/switching/security for branch and data center architectures.