Sr. Technical Escalation Manager

CSQ326R152

Sr. Technical Escalation Manager

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 account management team initiatives and meetings as required.
• Strengthen your AWS/Azure/GCP, Spark, Python/Java/Scala and Databricks platform expertise through learning and internal training programs.
• Participate in weekend on-call rotations.
• Work closely with first party partners like Microsoft, GCP in defining/handling escalations.

What are we looking for?

• Min 5 years of experience in customer support, support escalation and incident management is required.
• Enjoys working under pressure in a fast and high performance environment.
• Work with a high degree of integrity, accountability, attention to detail, execution and planning expertise.
• Excellent contextual interpretation and writing skill with an effective ability to summarize and communicate to technical and business audiences is required.
• Demonstrates strong ability to make timely decisions for both business and technical perspectives.
• Understands proactive and reactive escalation management practices.
• Passion for customer service and escalation management
• Min 5 years of experience in designing or testing or maintaining Python/Java/Scala-based applications in typical project delivery and consulting environments is required.
• Hands-on experience developing any two or more of the following: Big Data, Hadoop, Spark,Machine Learning, Artificial Intelligence, Streaming, Kafka, Data Science, ElasticSearch related industry use cases at the production scale.
• Hands-on experience in the performance tuning/troubleshooting of Spark-based applications at production scale.
• Proven and real-time experience in JVM and Memory Management techniques such as Garbage collections, Heap/Thread Dump Analysis is required.
• Working knowledge in Data Lakes and preferably on the SCD types use cases at production scale.
• Working and hands-on experience with any SQL-based databases, Data Warehousing/ETL technologies like Informatica, DataStage, Oracle, Teradata, SQL Server, MySQL
• Linux/Unix administration skills and Hands-on experience with AWS or Azure or GCP is required.
• Bachelor's degree in Computer Science or a related field is required.