Sr Technical Escalations Manager

About This RoleAI processing…

Key Responsibilities

• 1
  Manage support escalation in partnership with engineering, product management, Customer Success Engineering, Support, Customers, and Partners until resolution.
• 2
  Achieve customer satisfaction by ensuring incidents or escalations (and related cases) are well and fully documented with the timely execution of action items.
• 3
  Create and execute a data-driven customer recovery plan for every escalation and incident that is addressed.
• 4
  Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes.
• 5
  Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management.
• 6
  Coordinate all necessary resources to fast-track and resolve new incidents and escalations from customers with a clear and detailed plan.

Requirements

• A minimum of 5 years of experience in customer support, escalation, SRE, or incident management is required.
• Excellent contextual interpretation and writing skills, as well as the ability to effectively summarize and communicate to both technical and business audiences.
• Experience with a "Distributed big data Computing" environment, SQL-based databases, as well as data warehousing and ETL technologies such as Informatica, DataStage, Oracle, Teradata, SQL Server, and MySQL.
• Linux/Unix administration skills, networking, and Hands-on Cloud experience with AWS, Azure, or GCP are required.
• Experience working cross-functionally with support, engineering, product management, and directly with customers; ability to deeply understand product and customer personas.
• BS or Master's, or PhD in Computer Science or Computer Engineering, or related Engineering field.

Perks & BenefitsTypical for this role