Senior Escalation Manager, Technical Support

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Act as a primary contact for both internal and external parties regarding customer escalations.

• Ensure prompt resolution of customer issues.

• Lead and facilitate internal and customer meetings.

• Prepare meeting agendas, stick to timelines, guide discussions, and ensure actionable outcomes are clearly communicated.

• Engage with customers empathetically and professionally.

• Utilize advanced de-escalation techniques to manage expectations and resolve conflicts.

• Collaborate with customers and colleagues across various time zones and cultures.

• Build relationships with global teams to enhance collaboration and resolve issues effectively.

• Represent Customer Support while collaborating with Sales, R&D, Product Management, and other departments.

• Take ownership of customer issues and actively work with customer groups for resolution.

• Manage customer escalations and complaints to maintain high professional standards.

• Analyze trends in customer retention.

• Develop processes that enhance customer satisfaction and focus on maintenance renewal targets.

• Availability to work in shifts.

• Contribute to defining and implementing the strategy for the Technical Support department.

⛳️ Requirements

• Strong understanding and experience with large enterprise IT environments and associated ITSM processes.

• At least 5 years of experience in enterprise technical support, system administration, or similar customer-facing roles.

• Exceptional communication skills.

• Capability to convey complex technical ideas to both technical and non-technical stakeholders.

• Proven ability to provide clear updates to customers and internal teams.

• Composure, calmness, and clarity during challenging customer interactions.

• Skills to manage multiple detail-oriented, interdependent tasks and ensure their accurate completion.

• Enthusiasm for resolving customer issues in a dynamic, highly technical setting.

• Knowledge of Information Security and Network Architecture principles.

• Bachelor’s Degree in Computer Science or a related field.

• Preferred experience with CyberArk technology or in the Information Security sector, along with IT Project Management.

• Familiarity with DevOps concepts, Salesforce, Tableau, and SharePoint is advantageous.

• Willingness to work in shifts.

• Must have eligibility to work in Ireland; immigration sponsorship is not available.

🏝️ Benefits

• Opportunity for remote work.

• Reasonable accommodations for qualified individuals with disabilities or special needs.

• A diverse and inclusive workplace.

• Immigration sponsorship is not provided.