עדיין מחפשים עבודה במנועי חיפוש? הגיע הזמן להשתדרג!
במקום לעבור לבד על אלפי מודעות, Jobify מנתחת את קורות החיים שלך ומציגה לך רק משרות שבאמת מתאימות לך.
מעל 80,000 משרות • 4,000 חדשות ביום
חינם. בלי פרסומות. בלי אותיות קטנות.
מלאה
We are looking for a R&D Escalation Manager.
Job Id: 22383
About Us:
A key player the network security field, striving to provide the leading SASE platform in the market. Our innovative approach, merging cloud and on-device protection, redefines how businesses connect in the era of cloud and remote work.
Key Responsibilities:
Work with R&D and Engineering to ensure escalated customer tickets are prioritized and actively worked towards resolution
Serve as R&D point of contact for Customer Support team for all customer escalation tickets
Managed cross function R&D Support squad, define ticket priority and assign to the developer team, ensuring efficient coverage and meeting SLA.
Lead and facilitate ad hoc task force for critical and urgent production issues, bringing together the necessary R&D resources to diagnose and resolve issues quickly and effectively.
Build practices and processes to support incident tracking, escalation metrics and dashboards.
Continuously evaluate and improve the escalation process, identifying bottlenecks and implementing solutions to streamline resolution times and prevent future escalations.
Job Id: 22383
About Us:
A key player the network security field, striving to provide the leading SASE platform in the market. Our innovative approach, merging cloud and on-device protection, redefines how businesses connect in the era of cloud and remote work.
Key Responsibilities:
Work with R&D and Engineering to ensure escalated customer tickets are prioritized and actively worked towards resolution
Serve as R&D point of contact for Customer Support team for all customer escalation tickets
Managed cross function R&D Support squad, define ticket priority and assign to the developer team, ensuring efficient coverage and meeting SLA.
Lead and facilitate ad hoc task force for critical and urgent production issues, bringing together the necessary R&D resources to diagnose and resolve issues quickly and effectively.
Build practices and processes to support incident tracking, escalation metrics and dashboards.
Continuously evaluate and improve the escalation process, identifying bottlenecks and implementing solutions to streamline resolution times and prevent future escalations.
Requirements:
Experience in software development and/or technical support, with a focus on escalation management and incident management.
Experience in leading investigations and conducting a full root-cause analysis.
Strong technical problem-solving and analytical skills with the willingness to own the investigation through to the end.
Assertive and inner drive capabilities
Proven record in leading cross-function matrix management teams.
Experience in software development and/or technical support, with a focus on escalation management and incident management.
Experience in leading investigations and conducting a full root-cause analysis.
Strong technical problem-solving and analytical skills with the willingness to own the investigation through to the end.
Assertive and inner drive capabilities
Proven record in leading cross-function matrix management teams.
This position is open to all candidates.
במקום לעבור לבד על אלפי מודעות, Jobify מנתחת את קורות החיים שלך ומציגה לך רק משרות שבאמת מתאימות לך.
מעל 80,000 משרות • 4,000 חדשות ביום
חינם. בלי פרסומות. בלי אותיות קטנות.
