Escalation Manager

2 нед. назад

USA

Primary point of contact for managing escalation cases for top-class customers in a security cloud company.

Обязанности

Work with a world-class enterprise technical support team along with other areas of the organization including sales, engineering, and product management. 
Own and drive escalated support issues. Work on critical incident response tasks as required.
Work closely with support managers, engineering and product management on building/improving processes, procedures and tools.
Drive weekly technical team calls along with other technical leads.
Collaborate with various departments and participate in short and long term projects.
Collaborate with other leads to share knowledge on the new issues observed and cascade this to the rest of the teams and field.
Incident management
RCA authoring for customer delivery
Requirements
Must be proficient in the English language
Must be a United States citizen to be eligible for access to ’s US federal and Canadian compliance environments
Minimum 7+ years of experience in supporting large enterprise customers.
Excellent soft skills including professional communication (written and verbal), customer service, de-escalation tactics, and expectation management
Strong verbal and written communication skills. Able to communicate in an open, transparent and consistent manner with team and co-workers.
Excellent organizational skills and ability to multitask in a face paced environment
Leadership skills and qualities to drive conversations, hold teams or individuals accountable for delivering results, and to keep investigations on track
Ability to participate in an on-call rotation for weekend and holiday coverage
Experience performing an incident management role within a large organization with proven capability to manage and update customer facing notifications
Proficient in using productivity tools such as Microsoft Office 365 or Google Suite
Networking background and knowledge of TCP/IP, HTTP/HTTPS, Cookies & SSL/TLS protocols
Knowledge and prior experience supporting network security technologies such as Proxies, NG Firewalls, SSL/IPSec, VPN’s, DLP, SSO
Good understanding of web technologies (JSON, XML, SOAP, REST, HTML5, Web Services, JavaScripts)
Experience working in an organization that centers around IT security including cloud, on-prem, etc.  Intermediate knowledge of security techniques and technologies.
Preferred:
Previous experience working in an escalation management or similar role
Experience with general IT security technologies and protocols is a plus.
Prior experience mentoring, guiding, and managing junior team members.
Project management experience.
Working experience in Linux, Windows and Mobile environments.

Другое

(NASDAQ: NTSK) is a leader in modern security and networking for the cloud and AI era. We secure and accelerate cloud, data, and AI in real time, everywhere. Thousands of customers, including more than 30 of the Fortune 100, trust the One platform, its Zero Trust Engine, and the powerful NewEdge network to gain full visibility and control without performance trade-offs.
At , our technology is driven by our greatest strength: our people. We believe that belonging powers innovation, and success is both personal and organizational. We embrace differences in gender, ethnicity, beliefs, ability, and identity, creating an environment where every voice is heard and respected. We empower our employees to bring their authentic selves to work, grow their careers through continuous education and mentorship, and lead with transparency and curiosity. Join a team where you belong, where you are encouraged to be an entrepreneur, and where together, we continue to redefine the landscape of security.
Visit Careers at to learn more. Follow us on  LinkedIn and  Instagram .
Must be a United States citizen to be eligible for access to ’s US federal and Canadian compliance environments
’s customers include some of the largest Fortune 500 companies that demand best in class customer support. You will be the primary point of contact for dealing with top-class customers. is looking for an experienced enterprise Escalation Manager who is passionate and motivated to make an impact.
 
BSc degree or higher preferred.
 
 
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Compensation: 
At , salary is one component of our competitive total rewards package. The salary range for this position is as listed below. This is a national range. For purposes of complying with applicable laws, the range applies to candidates in California, Colorado, Illinois, Maryland, New York, Washington, and other states.
The successful candidate’s starting pay will also be determined based on job-related skills, experience, qualifications, location, and market conditions. 
For all sales roles, the posted salary range is the On Target Earnings (OTE) range for the role, which is the sum of base salary and target commission amount at 100% goal achievement.
In addition to salary, candidates may be eligible for other forms of compensation such as participation in a bonus plan (for non-sales roles) and a stock award program. Candidates may also be eligible for a comprehensive health plan and other benefits that can be reviewed at  Benefits site . 
is committed to implementing equal employment opportunities for all employees and applicants for employment. does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.
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The application window for this position is expected to close within 50 days. You may apply by filling out the below information, or visiting our  Careers site.