Responsibilities:

• Drive Critical Situations & Escalations Management end to end
• Provide Weekly/Monthly Reporting of Severity/Priority 1 & Ticket Escalation Trends
• Implement & Adopt Problem Management Practice, oversee root cause analysis process and post mortem activities
• Collaborate with sales and customer success teams on addressing issues to minimize renewal and expansion risks
• Collaborate with Engineering and Product Teams to prioritize key features and bug fixes to increase product quality and prevent recurrences of critical impacting issues
• 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
• Development and Execution of Get-Well Plan: Understand all aspects of the situation and develop a clear scope and get-well plan
• 100% ownership of the account escalation engagement and all activities that make up the get-well plan
• Maintain disciplined and regular communications within accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the account escalation.
• Coordination with all internal subject matter experts and stakeholders, acting as the focal/decision point for all active customer activities pertaining to the account escalation

Requirements:

• 5-7 years of experience in a technical support function (knowledge of cybersecurity preferred)
• BS/MS in Computer Science or related technical discipline (CISSP or other cybersecurity certification a plus!)
• Experience with Linux 
• Knowledge in the following areas is a plus: Perl and shell scripting, Docker, ELK, Hadoop, MongoDB, CentOS, Docker, Virtualization, Kafka, GCP
• Experience with Salesforce, JIRA and Datadog 
• Understanding of regular expressions (Regex) and Python scripting
• Ability to isolate problems between hardware and software and provide information to appropriate development team(s)
• Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution
• Must be able to work in a fast-paced technical environment and sophisticated cyber-security products with frequent product releases and updates

Base Pay Range:

$119,000-$149,500

• Range is reflective of base pay only
• Does not include variable pay
• Base pay is dependent on experience and may vary based on geography

Why Exabeam: 

• Medical, Dental, Vision benefits
• FSA/HSA options 
• Generous PTO and Holidays
• Parental leave
• Remote/Hybrid friendly environment
• SoFi refinancing and loan options