Lead Escalation Engineer

גוש דן

| משרת Experis

A successful Fintech company is hiring a Lead Escalation Engineer

Full Time (Mon-Fri) | Hybrid | Herzliya

In this role you will:
- Act as the primary interface driving key technical escalations with internal stakeholders and provide assistance to technical Support with escalation and de-escalation 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
- Be the professional mentor of the global technical support team and encroach the technical knowledge of all members
- Assist with post-issue root cause analysis (RCA) efforts to minimize and/or eliminate future occurrences
- Define and implement methods, procedures, tools, and policies to meet the team’s technical knowledge and ensure high-quality service is delivered to customers.
- Act as the highest escalation point of technical issues and events
- Effectively act as the funnels between technical support team and R&D to assist with the prioritization of production issues

דרישות התפקיד

- At least 3 years of global escalation management experience or a similar role

- At least 5 years of experience in technical support roles (interacting and escalating directly with engineering and development teams)
- Solid experience supporting Linux-based products (OS Admin or equivalent)
- Project managerial skills and background
- 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
- Strong verbal and written English and excellent interpersonal skills
- Excellent communication and leadership skills
- Fluent English (both written and spoken)

תנאים

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