Escalation Specialist

Há 5 dias

Greater São Paulo Area, Brasil Automation Anywhere Tempo inteiro US$104.000 - US$130.878 por ano

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.

  • Technical Escalation Specialist

    2 semanas atrás

    São Paulo, São Paulo, Brasil beBeeEscalation Tempo inteiro US$90.000 - US$120.000

    About the Job:We are seeking a Technical Escalation Specialist to manage complex technical issues.The ideal candidate will have excellent communication and problem-solving skills, as well as experience in managing technical escalations.Key Responsibilities:Manage support escalation in partnership with engineering, product management, and customers until...

  • De-escalation Specialist

    2 semanas atrás

    São Leopoldo, Rio Grande do Sul, Brasil SAP Tempo inteiro

    Requisition ID: 429828Work Area: Software-Design and DevelopmentExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full TimeCareer Level: T2Hiring Manager: C. Franklin CairnsRecruiter Name: Thais NadimAdditional Locations:**Please submit your CV in English. Only CVs in English will proceed in the process.***** This is a hybrid-work...

  • De-escalation Specialist

    Há 23 horas

    São Leopoldo, Rio Grande do Sul, Brasil SAP Group Tempo inteiro

    Requisition ID: Work Area: Software-Design and DevelopmentExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full TimeCareer Level: T2Hiring Manager: C. Franklin CairnsRecruiter Name: Thais NadimAdditional Locations: *** Please submit your CV in English. Only CVs in English will proceed in the process.****This is a hybrid-work...

  • Senior De-escalation Manager

    Há 7 dias

    São Paulo, São Paulo, Brasil beBeeDeescalation Tempo inteiro R$100.000 - R$130.000

    Job Opportunity: De-escalation SpecialistWe are seeking a skilled professional to lead the management of critical situations, ensuring swift and effective resolution through expert problem-solving and collaboration.Main Responsibilities:Taking ownership of escalated cases, guiding them to a rapid and careful resolution that meets customer needs.Managing...

  • Technical Escalation Specialist

    2 semanas atrás

    São Paulo, São Paulo, Brasil beBeeEscalation Tempo inteiro US$100.000 - US$150.000

    Job DescriptionAs a Senior Technical Escalation Manager, you will be responsible for coordinating the effort to resolve critical customer issues and major incidents. You will work with multiple teams internally and externally to effectively solve these situations.This is a hybrid role that requires approximately 3 days of in-office work in Sao Paulo. Your...

  • De-escalation Specialist

    Há 2 dias

    São Leopoldo, Brasil SAP Group Tempo inteiro

    R equisition ID: 429828 Work Area: Software-Design and Development Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Career Level: T2 Hiring Manager: C. Franklin Cairns Recruiter Name: Thais Nadim Additional Locations: * ** Please submit your CV in English. Only CVs in English will proceed in the process.** **This is...

  • De-escalation Specialist

    Há 19 horas

    São Leopoldo, Brasil SAP Tempo inteiro

    Requisition ID: 429828 Work Area: Software-Design and Development Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Career Level: T2 Hiring Manager: C. Franklin Cairns Recruiter Name: Thais Nadim Additional Locations: **Please submit your CV in English. Only CVs in English will proceed in the process.** *** This is a...

  • Seller Performance Specialist, Latam Seller Experience

    1 semana atrás

    Greater São Paulo Area, Brasil Amazon Tempo inteiro R$40.000 - R$80.000 por ano

    DescriptionAmazon LATAM team is seeking for a Seller Performance Specialist based in Sao Paulo, Brazil. This role offers the opportunity to participate in projects with high visibility across many different Amazon teams. This person will be responsible for analyzing systemic friction for Amazon selling partners, ecalating them and reflecting Amazon policies...

  • Cell Therapy Manufacturing Specialist

    Há 7 dias

    Greater São Paulo Area, Brasil beBeeTherapy Tempo inteiro R$104.000 - R$130.878

    About the RoleWe are seeking a Cell Therapy Manufacturing Specialist to provide oversight of Contract Development and Manufacturing Organizations (CDMOs) and testing laboratories to ensure compliance with cGMP, regulatory requirements, and company quality standards.This role is critical in supporting ongoing manufacturing campaigns, batch release, and...

  • Technical Support Specialist

    Há 6 dias

    São Paulo, São Paulo, Brasil beBeeSupport Tempo inteiro R$90.000 - R$120.000

    Job Title: Technical Support SpecialistRole OverviewThis is a highly technical, customer-facing individual contributor role that serves as a subject matter expert on a digital signature platform.As a key member of the team, you will provide critical support for complex inquiries, enabling customers to build and scale with APIs, SDKs, and advanced...