Key Role in Expedited Issue Resolution
Our team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. As a key member of this team, you will hold a central position in solidifying our reputation as the go-to cybersecurity partner.
Job Description
* Escalation Leadership: Ownership for driving progress and resolution of customers' critical issues, 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, handle direct customer leadership and technical audiences as appropriate.
* Expedite Resolution: Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations, strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issues, clear accountability on relevant owners on driving to target service-level Objectives (SLO) and intermediate milestones leading up to it.
* Communication and Reporting: Effectively communicate critical issue status to executive staff, sales, support, product teams and other invested parties, effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO, set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer-facing communications.
* Risk Management: Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place, demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.
* Retrospective and Preventive Measures: Retrospectives and post-mortem to help improve the process/system/product, identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems, recognize and report on problem areas which will give insight to the magnitude of the issue through the amount of cases or number of customers impacted or related to these areas.
Required Skills and Qualifications
* 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.
* Full fluency in Portuguese, English, and Spanish both written and verbal.
* Strong capacity for influencing, negotiating, and delegating efforts, ability to work in a fast-paced, challenging environment with global customers.
* Leadership and communication skills, expertise in communicating complex topics in a clear and concise manner to different tiers of audiences (highly technical, less technical, executives, practitioners).
* Technical skills: experience with Networking/Security Products, knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures.
Benefits
We're problem solvers that take risks and challenge cybersecurity's status quo. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us.
Others
As an equal opportunity employer, we celebrate diversity in our workplace and all qualified applicants will receive consideration for employment 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.