Job
Description
You have: Over 10 years of experience with Bachelor's degree or equivalent and hands-on expertise in installing, deploying, and troubleshooting Kubernetes clusters and microservices. Skilled in contributing to CI/CD tooling such as Git/GERRIT, Jenkins, and Robot Framework. Previous experience in Customer Delivery or Technical Support, handling critical incidents, outages, restoration, resolution, and new product introduction/delivery. Proven track record of managing and resolving high-priority escalations or incidents from customers, with experience in CRM and ticketing systems like Salesforce and Jira. It would be nice if you also had: Ability to work effectively under pressure in fast-paced environments, with advantages if possessing ITIL or PMP certification. Hands-on experience or certifications in Public Cloud platforms like AWS or GCP is a plus. Analytical skills for driving resolutions and root cause analysis (RCA), with the ability to prioritize and influence stakeholders. Manage critical customer escalations by defining action plans and ensuring timely, effective resolution. Lead and coordinate cross-functional teams, including Support, Engineering, and Product, to address escalated issues while maintaining detailed records. Serve as the primary contact for escalations, facilitating communication between customers, internal teams, and management, while providing regular updates. Prioritize and oversee escalated cases, ensuring alignment with SLAs and customer expectations, while optimizing escalation workflows. Foster collaboration across teams to resolve complex technical issues and proactively identify potential escalation risks. Implement mitigation strategies to prevent future escalations and improve issue resolution processes. Analyze recurring issues, recommend process improvements, and contribute to the development of best practices for escalation management. Ensure customer satisfaction by driving continuous improvement initiatives and enhancing support strategies.
