Technical Escalation Manager - (Hybrid)

Technical Escalation Manager - (Hybrid)

Boulder, Colorado

Job Summary

You'll report to the VP of WW Service Operations. You'll be responsible for the management of high impact technical and customer satisfaction issues affecting Spectra Logic customers.

This role is mostly focused on customer escalations requiring the immediate intervention of an Escalation Manager to coordinate resources to drive to resolution a critical customer case.

The critical customer cases that the Technical Escalation Manager is responsible for are typically situations where the backup production environment is in a down state, producing an impact on the customer business.

This position requires the ability to switch priorities quickly and to multitask across several customer escalations. Also, dedication and a persistent approach are key to take to resolution critical customer situations, especially in cases that may require extending work activities after business hours.

The ideal candidate would have solid technical skills and motivation to develop their career in the field of technical management and customer support. Essential to the position are good customer communication skills and an aptitude for dealing with the urgencies associated with a 7X24 mission critical support environment.

The role requires working closely with Tier 1 through Tier 3 technical support and cross-organizationally with Sales, Engineering and Manufacturing to address any technical or customer escalation issues.

Compensation - $85,000 - $115,000

Status: Full Time, Direct Hire Exempt Position

What you'll be doing:

The Technical Escalation Manager will oversee the following areas of responsibility:

• Managing to resolution Severity 1 issues that require the attention of an Escalation Manager to take the customer backup environment from a down state to operational.

• Collaborating very closely with the Tier managers to share responsibility for customer escalations and to discuss allocation of resources, based on escalation priorities and customer temperature.

• Transitioning to a Technical Account Manager issue that may require long-term management, due to repeated or systemic problems experienced by the backup environment.

• Customer communications to assure delivery and full customer understanding of corrective actions' plans and progress.

• Coordination of engineering and support resources to assure proper implementation of corrective actions' plans.

Additional responsibilities include:

• Possible responsibility for one or more high-risk accounts that require long-term technical account management.

• Identifying possible product/service quality issues affecting the field and bringing them to the attention of the Tier managers.

• Part of on-call rotation with management responsibilities.

• Participation in daily escalation review meetings.

The ideal candidate will have the ability to learn new technical concepts quickly and to analyze the symptoms of a customer issue, producing an initial assessment of a possible corrective actions' plan. Must be self-motivated with the desire and ability to create what does not exist and suggest improvements to what does.

What you need to bring to the table:

• Excellent written and verbal communications skills, strong organizational skills, and creative problem-solving skills.

• Strong interpersonal skills, with ability to communicate at all organizational levels.

• Customer service skills.

• Prior experience in a customer service, Field service, Technical Call Center Support environment.

• Good organizational and time management skills and a positive attitude are required.

Desirable experience includes:

• Advanced knowledge of Storage Hardware, Backup Applications, Servers, SAN, Windows, Linux Operating Systems.

• Interface experience (SCSI/Fibre channel/GigE/iSCSI).

• Knowledge of networking concepts and implementation is a plus.

Education:

Four-year degree (BS) in Electrical Engineering Technology, Computer Science, or equivalent technical degree.

Travel Requirements:

Up to 12 weeks per year of travel.

Benefits: Spectra Logic provides a casual work environment, competitive salaries, and a compensation structure that rewards contribution and hard work. Our full benefits package includes 401(k), medical, life, AD&D, sick pay, flex spending accounts, and company paid short and long-term disability.

Applications accepted until 5/07/24.