Technical Escalation Manager

TL;DR

Technical Escalation Manager: Coordinating efforts to resolve critical customer issues and major incidents with an accent on achieving customer satisfaction through timely execution of action items and data-driven recovery plans. Focus on utilizing business and technical skills to manage customer escalations, analyze trends, and coordinate resources for fast-tracking incident resolution.

Location: Must be based in Japan

Company

hirify.global is a data and AI company empowering organizations worldwide with its Data Intelligence Platform, founded by the creators of Lakehouse, Apache Spark™, Delta Lake, and MLflow.

What you will do

• Manage support escalations in partnership with engineering, product, customer success, support, customers, and partners until resolution.
• Achieve customer satisfaction by ensuring incidents or escalations are well-documented with timely execution of action items.
• Create and execute a data-driven customer recovery plan for every escalation and incident.
• Utilize business and technical skills to manage customer escalations, coordinate meetings, and analyze trends.
• Use data, metrics, and feedback to inform operational and tactical decisions for incident and escalation management.
• Coordinate all necessary resources to fast-track and resolve new incidents and escalations with a clear plan.

Requirements

• 8+ years of experience in customer support, escalation, SRE, or incident management.
• Excellent contextual interpretation and writing skills, with the ability to communicate effectively to technical and business audiences.
• Experience with distributed big data computing environments, SQL-based databases, data warehousing, and ETL technologies.
• Linux/Unix administration skills, networking, and hands-on Cloud experience with AWS, Azure, or GCP.
• Experience working cross-functionally with support, engineering, product management, and directly with customers.
• BS or Master's, or PhD in Computer Science or Computer Engineering, or a related Engineering field.

Culture & Benefits

• Strive to provide comprehensive benefits and perks that meet the needs of all employees.
• Committed to fostering a diverse and inclusive culture where everyone can excel.
• Hiring practices are inclusive and meet equal employment opportunity standards.
• Individuals are considered for employment without regard to age, color, disability, ethnicity, or other protected characteristics.