Escalation Specialist
Há 7 dias
About Us
Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry's first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.
Our Opportunity
We are seeking an
Escalations Specialist
to serve as a strategic interface between Support, Engineering, Product, and other internal teams. You will be instrumental in helping LATAM-based customers achieve their business goals through exceptional support during critical moments, while also driving operational insights and continuous improvement across global support functions. If you have fluency in English, Spanish, and Portuguese and are eager to pursue a career in Agentic Process Automation, this opportunity is ideal for you.
Location:
Based in São Paulo, Brazil, Remote work
You will make an impact by being responsible for:
- Serving as the primary point of contact for customers throughout the escalation lifecycle.
- Coordinating communication and ensuring follow-through on actions between customers and internal teams, including Support, Engineering, Product, QA, and Sales.
- Leading technical troubleshooting sessions and supporting root cause analysis (RCA) efforts.
- Delivering timely, concise updates to both customers and internal stakeholders.
- Maintaining comprehensive documentation of escalation processes, actions taken, and final resolutions.
- Identifying risks, blockers, and recurring trends in escalations; collaborate with Product Support Engineering to address product-related issues.
- Driving continuous improvement by analyzing root causes and contributing to post-escalation reviews and process enhancements.
You will be a great fit if you have:
- Bachelor's degree preferred
- Speak fluent English, Spanish, and Portuguese
- 4+ years of experience in escalation support roles within the SaaS/IT industry
- 5+ years in technical support, preferably of a software product, and ideally an enterprise software product.
- Basic understanding of Robotic Process Automation (RPA) or Agentic Process Automation (APA), AI, and ITIL or similar service management frameworks
You Excel In These Key Competencies
- Exhibit a strong sense of urgency while effectively managing multiple priorities in high-pressure environments.
- Communicate clearly and confidently through written, verbal, and presentation formats.
- Navigate conflict with professionalism and demonstrate the ability to influence across cross-functional teams.
- Apply advanced technical troubleshooting skills to diagnose and resolve issues within enterprise applications.
Ready to Revolutionize Work? Join Us.
This is an opportunity to work with a global, passionate team pioneering technology that's redefining the way people work, everywhere. Join us and discover the many ways that you can have an impact, achieve your potential, and Go be great
Job Segment OR Key Words:
SaaS, Escalations Manager, Technical Support, Conflict Management, Intelligent Automation, GenAI, Agentic Process Automation (APA), Robotic Process Automation (RPA), Problem Solver
All unsolicited resumes submitted to any email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.
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