Senior Manager, Global Escalation Engineering

Senior Manager, Global Escalation Engineering
The Sr. Manager of Global Escalation Engineering directs a team of exceptionally technical engineers to ensure customer issues are reproduced and resolved within published service level agreement. The main responsibility of the escalation manager is to bring order, structure, and focused management attention to customer's problems in order to gain complete consumer satisfaction of A10's products and services. The escalation manager also monitors productivity and provides assistance and guidance to the escalation engineers by prioritizing and reassigning their work in the most critical situation. The escalation manager is expected to execute existing processes and look for ways to create and enhance processes to ensure engineers work effectively and efficiently.

Duties:

• Prioritize escalations with Software Engineering to ensure visibility, traction and ultimate resolution of customer reported defects.
• Establish correct expectations with customers and field account team, resolve conflict through effective communication, and ensure customer is heard throughout escalation process.
• Analyze and monitor customer support request, field and internal escalation requests.
• Interact with sustaining and development engineering to ensure resources have been allocated and critical customer issues are being actively handled in right and timely manner.
• Provide regular status updates for all escalated Support Requests.
• Identify, manage and record escalation trends and collaborate with TAC organization on product defects and trends.
• Evaluate escalation performance metrics.
• Review and identify root cause for all escalated support requests and use this information to improve continuously within service delivery teams.
• Inform customers about the escalation performance metrics. Review the root cause of escalation for improving the escalation procedures and maintain compliance with existing escalation policies.
• Collaborate with other workgroup teams to train using process and procedures based on historical experience.
• Assure the team's availability when critical situations arise, deploy resources to help resolve customer reported technical issues and ensure customer satisfaction before closing the escalation

Qualifications:

• 4+ years of management experience in computer networking industry.
• Demonstrate track record in escalation management with defined processes for increasing efficiency of task accomplishment
• Extensive experience in working directly with customers and field organizations
• Broad experience in performance management, recruiting, retaining and motivating staff engineers
• Excellent interpersonal, verbal and written communications skills
• Outstanding problem solving skills, time management and organizational skills
• Solid understanding and background in CRM tools, customer support processes and workflow.
• Self-motivated, with strong work ethic and passion for customer support and service.

A10 Networks is an equal opportunity employer and a VEVRAA federal subcontractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. A10 also complies with all applicable state and local laws governing nondiscrimination in employment.#LI-AN1