Escalation Manager

IRONSCALES Fights Phishing. IRONSCALES is a self-learning, AI-driven email security solution that continuously detects and remediates advanced threats for global organizations of any size. Our solution is fast to deploy, easy to operate, and provides unparalleled protection against email threats.

As an Escalation Manager at IRONSCALES, you will join a team of professionals who ensure our customers receive premium, world-class technical support for their IRONSCALES investment. You will manage the escalation processes, ensure customer satisfaction, communicate updates, and coordinate priorities for escalated issues.

You will work closely with our RnD, Product, and CSM teams ensuring controlled prioritization, escalation and resolution of issues and incidents, and communicating with stakeholders to mitigate and minimize the impact on IRONSCALES’ customers.

Responsibilities:

• Develop and maintain a strong technical understanding of the IRONSCALES market-leading cloud email security platform
• Troubleshoot, track, and resolve customer’s issues (by working with the CSS, Product and R&D teams)
• Act as the main point of contact between customers, CSM teams, and internal stakeholders; and manage communication regarding escalated issues.
• Develop, implement, continuously evaluate and improve escalation processes and procedures to ensure efficient resolution of issues.
• Make sure that the right people and resources are allocated and assigned to address the escalated issues.
• Deliver outstanding customer service and maintain customer satisfaction by providing timely updates and managing expectations.
• Track and report on the escalated issues; identify trends and areas for improvement.
• Manage critical escalations and ensure a swift resolution to minimize the impact on customers and the business.
• Maintain detailed records of escalated incidents, including actions taken, outcomes, and any lessons learned. Prepare regular reports for senior management, highlighting key metrics and trends related to incidents and escalations.
• Proactively identify areas of potential risk or vulnerabilities that could lead to future escalations and work with teams to implement proactive security measures and monitoring tools.

Requirements:

• Bsc in Software Engineering, Computer Science or equivalent experience
• Proficiency in written and spoken English is a MUST
• 3+ years of experience as Technical Support, Escalation Manager, Escalation Engineer or in another similar customer-facing technical role
• Good knowledge of networking (protocols, routing, gateways), Windows, Linux, SMTP, O365, GWS, and email protocols
• Familiarity with common cybersecurity tools, SIEMs, and threat intelligence platforms
• Excellent problem-solving and troubleshooting skills
• Sense of urgency, passion for customer service and outstanding communication skills
• Sense of curiosity and the ability to follow-up and investigate unresolved tickets
• Being agile and able to adjust quickly to many different situations and challenges
• Background in endpoint management, endpoint security, email architecture, or email security is a plus
• Knowledge of programming languages (e.g. Bash/Python/JavaScript/Java) is a plus