Critical Issue Resolution Specialist

Job DescriptionWe are seeking a highly skilled Critical Issue Resolution Specialist to join our team.The successful candidate will be responsible for leading the resolution of critical issues that jeopardize our business relationship and/or sales opportunities with key customers.Key ResponsibilitiesLead and manage the resolution of critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team.Liaise with and work across various functional organizations and business units, and with all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives.The Critical Issue Resolution Specialist will drive progress and resolution of customers' critical issues by owning clear intake, scope, priority, exit criteria, and end-to-end process.They will maintain and improve procedures for customer and field personnel for escalation handling.Required Skills and QualificationsFully fluent language skills in Portuguese, English, and Spanish both written and verbal.Experience in customer-facing sales and/or service delivery roles, preferably in similar positions such as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles.This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction.It's a central position in solidifying our reputation as the go-to cybersecurity partner.