Escalation Manager, Global Support

Escalation Manager, Global Support
About the Role
The Escalation Manager works with the Global Support Leadership, Technical Support Engineers and key internal stakeholders to ensure escalations are being handled quickly, effectively and within our milestones, and to identify/implement opportunities to improve OneEscalation support workflows and tooling. The role will report directly into Global Support Senior Management and be integral to keeping our customer central to everything we do with Technical Customer Support team.
In this role, you will

• Resolve OneEscalation issues and collaborate with Support Leaders to ensure customer commitments are achieved or exceeded. This will include addressing new issues along with consistent, timely follow-up on existing ones.
• Monitor customer relevant SEC tickets that require Support input to accelerate the ticket resolution process.
• Lead as the Multi Customer Event incident manager, when outages or critical defects occur, to resolve these issues as quickly as possible.
• Conduct MCE post-mortems as appropriate according to the framework and socialize appropriately.
• Identify process/tool/data gaps preventing successful and rapid case or MCE resolution; work with Support Leadership & Engineering leadership to prioritize and close the gaps

The qualifications you'll bring include

• Confident self-starter with ability to prioritize and manage yourself to get things done with minimal oversight
• Strong ability to influence others to meet our customer's expectation
• Excellent communicator, being able to distill information into succinct updates
• Excellent time management skills, with superior follow-through
• Excellent accuracy and attention to detail
• Strong ability to work under pressure and to deadlines
• Strong ability to work independently and adapt to change
• Project management experience would be an advantage
• Proactively identify areas of improvement and ways to streamline processes
• Experience with Salesforce, Jira, and Confluence or comparable systems is expected

We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today.
About Rapid7
At Rapid7, we are on a mission to create a secure digital world for our customers, our industry, and our communities. We do this by embracing tenacity, passion, and collaboration to challenge what's possible and drive extraordinary impact.
Here, we're building a dynamic workplace where everyone can have the career experience of a lifetime. We challenge ourselves to grow to our full potential. We learn from our missteps and celebrate our victories. We come to work every day to push boundaries in cybersecurity and keep our 10,000 global customers ahead of whatever's next.
Join us and bring your unique experiences and perspectives to tackle some of the world's biggest security challenges.
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