Escalation Manager

We are looking for an experienced Escalation Manager to join us. The Escalation Manager will be responsible for managing and driving the resolution of complex customer issues related to our networking products and services. This role involves coordinating cross-functional teams, communicating effectively with customers, and ensuring timely driving for resolution of escalated issues 

Responsibilities: 

• Serve as the primary point of contact for escalated customer issues, ensuring that they are addressed promptly and effectively 
• Coordinate with cross-functional teams (e.g., engineering, product management, customer support) to drive resolution.
• Track and manage escalation progress, ensuring timely and effective resolution.
• Maintain clear and consistent communication with internal stakeholders and customers throughout the escalation process, providing regular updates and setting realistic expectations.
• Identify patterns and trends in escalated issues, and work with relevant teams to develop and implement process improvements to prevent future occurrences.
• Oversee the creation and distribution of customer-facing communications, including status updates, incident reports, and RCA (Root Cause Analysis) documents.
• Prepare and present regular reports on the status of escalated issues, including root cause analysis and resolution timelines, to senior management.
• Provide guidance and training to support teams on best practices for issue resolution and escalation management. 

Requirements:

• At least 3 years of experience as an escalation manager or a similar role within the networking domain. 
• At least 5 years of experience in technical support roles Strong understanding of networking and security concepts, protocols, and technologies (e.g., TCP/IP, routing, switching, firewalls, VPNs).
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to manage customer relationships effectively.
• Ability to work under pressure and manage multiple priorities simultaneously.  
• Fluency in written and spoken English is a must.   
• Proven ability to work with customers and collaborate with colleagues, utilizing strong communication and problem-solving skills
• Relevant certifications (e.g., CCNA, CCNP, ITIL) - an advantage