Escalation Manager, Technical Support (Remote-UK Windows+IAM)
United Kingdom (flexible) Posted 4 days ago
The Technical Support Escalation Manager serves as the single point of contact for escalated cases. Reporting directly to the Technical Support Manager, this key role is responsible for managing internal and external communication, driving troubleshooting and partnering with Engineering & Product teams, and providing satisfactory resolution of specific escalated technical issues. This role is expected to be available on an as needed basis to investigate and manage escalated customer issues in a shift pattern within the global Support team. Time management skills and a customer-focused consultative approach to technical support is essential.
About the Role
Directly engage in day to day internal and external escalations for our global customer base
Work closely with Product Management and Engineering teams to ensure alignment on priorities as well as ongoing communication on updates to active escalations
Develop, own, and drive action plan for escalations, serving as the central point of contact within Support for customer escalations
Monitor, review and report top support requests and escalations regularly and make recommendations for continuous improvement of product and processes
Act as technical point of escalation for Support team, helping to deliver excellent customer service
Effectively communicate critical issue status to executive staff, sales teams, and other internal stakeholders
Demonstrate strong judgment at risk management and problem mitigation, as well as identifying pervasive issues and trends
Available, as needed, to manage escalated customer issues beyond the normal business day, including weekends and holidays
8+ years, enterprise technical support, system administration, professional services or related customer facing role, with at least 3 years in a senior technical role.
Experience managing customer escalations within a Support organization
Excellent written & verbal communications and interpersonal skills
Exceptional troubleshooting and problem-solving skills
Persuasive collaborative approach to problems
Project / Program Management background a plus
Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies and IIS.
Experience supporting, SSO, SAML, or WS Federation
Experience supporting cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc.
Experience supporting web applications
Experience supporting REST APIs
OneLogin, the leader in Unified Access Management, connects people with technology through a simple and secure login, empowering organizations to access the world™. The OneLogin Unified Access Management (UAM) platform is the key to unlocking the apps, devices, and data that drive productivity and facilitate collaboration. OneLogin serves businesses and partners across a multitude of industries, with over 2,500 customers worldwide. We are headquartered in San Francisco, California. For more information, visit www.onelogin.com, Blog, Facebook, Twitter, or LinkedIn.