Escalation Support Manager

Armis is looking for a few of the very best people in their field to join our A-team of big thinkers, doers, movers, and shakers. This unique opportunity truly offers the best of all worlds—start up culture, enterprise level benefits and security, and top pay for the industry. Got your attention yet? Good, keep reading, it only gets better.

Ok, so what exactly does Armis do?

We are THE Asset Intelligence Cybersecurity Company. Armis specializes in protecting enterprises from the ever-evolving threat landscape. Our innovative platform is designed to discover, monitor, and secure all connected devices within an organization, providing unparalleled visibility and control. With a focus on IoT (Internet of Things) security, Armis is at the forefront of safeguarding businesses against cyber threats.

We See, Protect and Manage all physical and virtual assets, whether they're IT, OT, IoT or medical, from the ground to the cloud. Ensuring that the entire attack surface is both defended and managed in real time.

Location: This is a hybrid role for those based in Israel

Armis Technical Support Team

The Technical Support Team is at the heart of impacting and ensuring clients use the Armis products effectively. Supporting our customers to solve their challenging technical security problems is critical to achieving our mission. The team collaborates and works hand in hand with the Operation, R&D, Solution Architects, Product, Customer Success, and other teams to ensure seamless onboarding, deployment, and on-going development of our customers.

The role:

Our Technical Escalation Manager will align to support our vast global customer base, to assist with their most complex technical escalations. You will play a significant role within the growing IL support Team and apply your creativity and innovative ideas that best support and create a lasting experience for our customers.

As part of your day to day you’ll drive, promote, triage and manage technical escalations work flows internally within Armis with focus on optimal issue resolution. You will promote and lead collaboration and cadence with Engineering and Product stakeholders, assist with root cause analysis triage and management as well as promote efforts around service excellence and timely resolution of issues resulting in the proactive deescalation for their complex technical issues.

All in all, as a senior member within Armis Support, you will help drive positive change by taking an active part in our overall collaboration between CS, Engineering and Product, to facilitate a best-in-class service excellence for our growing customer base

What you will do…

Develop and lead Armis Support operational processes, projects and initiatives that help drive the visibility, ownership and resolution of key technical issues
Act as the primary interface driving key technical escalations with internal stakeholders and provide assistance to Armis Support with escalation and deescalation of customer issues
Lead and facilitate essential meetings and efforts to align resources around key escalations common objectives to ensure a timely and complete closure of escalated cases
Keeps key internal leaders and other stakeholders apprised of escalation status
Assist in the creation / review of reports for management in regards to service excellence and adherence to agreed standards and SLAs
Assist with post-issue root cause analysis (RCA) efforts to minimize and/or eliminate future occurrences
Leverage escalated cases involving external functions and Armis Support internal teams to promote quality culture and assist to drive the quality improvement process for our organization, product and service offering
Demonstrate competency with the full suite of the Armis service and product portfolios
Actively participate, create and distribute key communications using a variety of channels

What we expect…

At least 3 years of global escalation management experience or a similar role
At least 8 years of experience in technical support roles (interacting and escalating directly with engineering and product teams)
Experience with enterprise customer accounts is required
Solid technical networking knowledge in TCP/IP and the Application layer
Solid experience supporting Linux-based products (OS Admin or equivalent)
Project managerial skills and background (ITIL, PMP, PMI, LEAN, SIGMA preferred)
Demonstrated success in taking on new roles and contributing to the build out of new sustained workflows, functions or teams
Working experience with a SaaS provider (Docker/Kubernetes-based environments) is highly preferred
Support leadership experience is highly preferred
Enjoy working with customers and collaborating with colleagues using excellent communication and problem-solving skills
High standards of performance and customer service for self and others on the team
Industry experience in Cyber Security, particularly network security or application security is preferred

The choices you make in your career journey matter. You want to do interesting work in an important field while also having time to live your life, which is why we place so much value in your life-work balance. Armis sets you up for success with comprehensive health benefits, discretionary time off, paid holidays including monthly me days, and a highly inclusive and diverse workplace. Put your unique experiences and perspective to work in an environment where they will enable you to thrive, grow, and live your life with integrity.

Armis is proud to be an equal opportunity employer. We never discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected (or not) status. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization.