Job Description
The Global Issue Responder position is a key role that provides the highest level of response for critical issues that are jeopardizing business relationships and/or sales opportunities with key customers.
The Global Issue Responder will lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional team which is formed based on the customer and issue needs.
In leading the team, the Global Issue Responder will liaise with and work across various functional organizations and business units, and with all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives.
Requirements
* 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
* Fully fluent in Portuguese, English, and Spanish both written and verbal
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
* 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
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences(highly technical, less technical, executives, practitioners)
* Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
* Creative thinking, adaptability, and versatility
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
* Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future issues
Qualifications
The successful candidate will have:
* A proven track record of delivering high-level escalation responses and resolutions for critical customer issues
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced, challenging environment with global customers
* Proven leadership and motivation skills
* Ability to influence and negotiate with stakeholders at all levels
* Technical skills relevant to the Networking/Security field
* Knowledge of industry-leading tools and technologies
What We Offer
We offer a comprehensive compensation package including competitive salary, bonus structure, and benefits program. Our employees also enjoy access to ongoing training and professional development opportunities, as well as a collaborative and dynamic work environment.
Our Commitment
We're dedicated to creating a diverse and inclusive workplace where everyone has the opportunity to thrive. If you require assistance or accommodation due to a disability or special need, please contact us.
Keyword: Resolutionist