Sr. Technical Escalation Manager Sao Paulo, Brazil

Há 3 dias

São Paulo, São Paulo, Brasil Databricks Inc. Tempo inteiro

Note: this is a hybrid role and requires ~3 days in the office in São Paulo-SP.

As a Sr. Technical Escalation Manager, you will be responsible for coordinating the effort to resolve critical customer issues, customer impacting situations and major incidents. You will work with multiple teams internally (engineering, product management, Customer Success Engineering and Support) and externally (customers and partners) to effectively solve these customer impacting situations.

The impact you will have here:

Manage support escalation in partnership with engineering, product management, Customer Success Engineering, Support, Customers and Partners until resolution. Manage a disciplined customer-facing communication process for incidents and escalations by providing a timely RCA with the right set of details depending on the audience. Achieve customer satisfaction by ensuring incidents or escalations (and related cases) are well and fully documented with timely execution of action items. Create and execute a data-driven customer get-well plan for every escalation and incident touched. Use business and technical skills to manage customer escalations, coordinate meetings, calls and deliverables, and interpret trends and patterns for reporting. Use data, metrics and feedback to make operational and tactical decisions to improve incidents and escalations management. Coordinate all the necessary resources required to fast track and resolve new incidents and escalation from customers with a clear and detailed plan. Be an integral part of Engineering, support and

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