Escalation Manager (remote ANZ or Singapore).
New Zealand OOH, Auckland, New Zealand
1d ago

Job Description :

SUSE is a global leader in innovative, reliable and enterprise-grade open source solutions, relied upon by more than 60% of the Fortune to power their mission-critical workloads.

We specialize in Enterprise Linux, Kubernetes Management, and Edge solutions, and collaborate with partners and communities to empower our customers to innovate everywhere - from the data center, to the cloud, to the edge and beyond.

SUSE puts the open back in open source, giving customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow.

The company is headquartered in Nuremberg, Germany, and employs nearly people globally. SUSE is listed in the Prime Standard of the Frankfurt Stock Exchange

Objective of the role

Customer Support exists to provide access to a team of trusted experts, with the skills and knowledge to minimise downtime within our customers environments.

With strong communication and coordination skills our Escalation Managers are responsible for identifying the resources required, and coordinating a team of cross-functional SME’s, to drive swift and accurate resolution of customer issues.

You will provide internal stakeholders and customers with a single point of contact during the lifecycle of an escalated support request.

Following resolution, you will capture learnings and share with functional leaders to ensure the continuous improvement of SUSE customer experience.

Focus Area

As a key member of SUSE’s Customer Support team, you will triage escalations to identify the technical resources required to resolve a customer issue and secure SME resources from the necessary teams.

You will prioritise and coordinate the response to escalations, ensuring visibility, progress and the ultimate closure of escalations.

As the single point of contact for customers, internal stakeholders, and senior leaders, you will set and manage realistic expectations throughout with clear and transparent communication.

Leading escalation post-mortems, you will champion a culture of continuous improvement, providing insight to functional leaders across our organisation.

As the regional representative for escalations, you will ensure that local colleagues are trained and familiar with escalation management procedures.

About You

  • 3+ years’ experience of managing complaints / escalations in a technical environment, in a customer facing capacity.
  • Excel at prioritising and closing actions in a fast paced, high-pressure environment.
  • A strong relationship builder who enjoys partnering with technical colleagues to drive positive outcomes for customers.
  • Work as part of the WW escalation team but willing to help your colleagues as escalations occasionally fall outside core hours.
  • Confident communicator with the ability to present complex information at an executive level internally or externally and possess the ability to pushback and challenge expectations when appropriate.
  • Highly organised, articulate and comfortable leading teams with conflicting priorities.
  • Our offer

  • Positive work environment where you and your opinions matter.
  • A competitive package & employee benefit.
  • Company bonus
  • SUSE Assist, an Employee Wellbeing Solution for you and your household members
  • Employee networks that provide opportunities for learning, networking, building friendships and making a difference to SUSE and our communities
  • Opportunity to work in an innovative environment with the latest open source technologies
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