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Escalation Manager, Global Support

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Rapid7

2mo ago

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • Belfast

AI generated summary

  • You must be a self-starter with strong communication and time management skills, able to work independently, adapt to change, and have experience with Salesforce, Jira, and Confluence.
  • You will resolve escalated issues, monitor SEC tickets, manage critical incidents, conduct post-mortems, and identify gaps to improve case resolution with support and engineering teams.

Requirements

  • Confident self-starter with ability to prioritize and manage yourself to get things done with minimal oversight
  • Strong ability to influence others to meet our customer's expectation
  • Excellent communicator, being able to distill information into succinct updates
  • Excellent time management skills, with superior follow-through
  • Excellent accuracy and attention to detail
  • Strong ability to work under pressure and to deadlines
  • Strong ability to work independently and adapt to change
  • Project management experience would be an advantage
  • Proactively identify areas of improvement and ways to streamline processes
  • Experience with Salesforce, Jira, and Confluence or comparable systems is expected

Responsibilities

  • Resolve OneEscalation issues and collaborate with Support Leaders to ensure customer commitments are achieved or exceeded. This will include addressing new issues along with consistent, timely follow-up on existing ones.
  • Monitor customer relevant SEC tickets that require Support input to accelerate the ticket resolution process.
  • Lead as the Multi Customer Event incident manager, when outages or critical defects occur, to resolve these issues as quickly as possible.
  • Conduct MCE post-mortems as appropriate according to the framework and socialize appropriately.
  • Identify process/tool/data gaps preventing successful and rapid case or MCE resolution; work with Support Leadership & Engineering leadership to prioritize and close the gaps.

FAQs

What is the main responsibility of the Escalation Manager?

The main responsibility of the Escalation Manager is to ensure that escalations are handled quickly and effectively, meeting customer commitments while identifying opportunities to improve support workflows and tooling.

Who does the Escalation Manager report to?

The Escalation Manager reports directly to Global Support Senior Management.

What qualifications are needed for this role?

Candidates should be confident self-starters with strong communication skills, excellent time management, attention to detail, and the ability to influence others. Project management experience and familiarity with Salesforce, Jira, and Confluence are also beneficial.

Will I be working independently or as part of a team?

The role requires both independent work and collaboration with the Global Support Leadership and Technical Support Engineers to ensure customer needs are met.

What skills are essential for managing escalations effectively?

Essential skills include the ability to prioritize tasks, communicate succinctly, manage time efficiently, pay attention to detail, and work well under pressure.

Is project management experience necessary for this role?

While not strictly necessary, project management experience would be considered an advantage for the Escalation Manager role.

What tools or systems should I be familiar with for this position?

Experience with Salesforce, Jira, and Confluence or comparable systems is expected for candidates applying for this position.

How does the Escalation Manager contribute to improving support processes?

The Escalation Manager identifies process, tool, and data gaps that hinder timely resolution and collaborates with Support and Engineering leadership to prioritize and address these gaps.

What is the work environment like at Rapid7?

Rapid7 fosters a dynamic workplace focused on collaboration, growth, and tackling cybersecurity challenges while encouraging individual contributions and unique perspectives.

Are there opportunities for professional development in this role?

Yes, Rapid7 encourages team members to challenge themselves to grow and learn from experiences, contributing to personal and professional development opportunities.

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Rapid7

Technology
Industry
1001-5000
Employees
2000
Founded Year

Mission & Purpose

Organizations around the globe rely on Rapid7 technology, services, and research to securely advance. The visibility, analytics, and automation delivered through our Insight cloud simplifies the complex and helps security teams reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks.

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