Armis Escalation Support Manager 

Israel 

818495119

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
Roles And Responsibilities

• 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

Requirements And Experience

• 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)
• Native English speaker - Must
• 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