Database Product Escalation Manager

JOB SUMMARY / DESCRIPTION

As the Product Escalation Manager, your predisposition is to care deeply about how your product works for customers and customer satisfaction. Belonging to a customer focused SCRUM team, you represent the tip of the sphere for your team. You're the first team member to have the opportunity to resolve issues that were not resolved by the Core Support Team. You're also uniquely positioned between the Product Owner and SCRUM Master, to effect needed changes to the product, and or documentation, that will help reduce future support issues and therefore drive higher levels of customer satisfaction with your team's product. In your important role your cadence matters and ultimately controls the speed at which your team's OODA Loop will spin, which dictates how well your team can adapt to changing and urgent circumstances.

RESPONSIBILITIES

In order of priorities: 

• Act as the essential member that provides the team with accurate and daily situational awareness of application field performance and field reliability. To perform this, you will need to lean forward, with an intense desire to know how your product is performing using information methods and sources: 
  • Seeking out early indicators of the products performance at beta locations, critical mission upgrades and critical mission installations.  
  • Timely trend analysis of incoming support calls / Jiras related to product performance and reliability.
  • Internal Spies - defined as those within ECRS who can keep you abreast of changing and pressing conditions such as, Release Manager, Project Managers, Consultants, Installers and from knowledgeable support team members, etc.
  • External Spies - defined as those externally of ECRS who can keep you abreast of changing and pressing conditions such as key customer power users of product. 
• Review and reproduce escalated issues, then create a corresponding Jira if needed.
• Create Jira's for missing user facing documentation and set the correct priority for correction.
• In a timely manner, directly update or create a new Knowledge Base article to provide the internal technical guidance needed to properly support product. 
• Assist the rest of the Development team in testing and applying Alpha/Beta fixes in-house and at customer locations.
• Create Jira's for bugs and meaningful feature requests. 
• Act as the technical resource for meetings when required by their Product Owner/Scrum Master or with Project Managers/Customer Care representatives.
• Provide additional training and information to the Core Product Support Team when new issues/fixes are available or if information/testing was missing in the original escalation.
• Work with the Product Owner to provide clear information on bugs and feature requests.
• Communicate with the SCRUM Master on critically urgent issues. 
• Report to the SCRUM Master on product quality or team member failures that have reduced quality. 

QUALIFICATIONS

• Strong work ethic, professional attitude and a team player.
• Top-tier customer service skills with a drive to produce high-quality work and deliver top-notch customer service.
• Experience with database troubleshooting and retail management application.
• Excellent written and verbal communication skills.
• Ability to self-manage.
• Ability to prioritize and multitask amongst changing priorities.
• Advanced root cause analysis and troubleshooting skills, applied to databases is a plus.
• Basic knowledge of PC hardware, and Windows and Linux operating systems software.
• Ability to follow and write step-by-step instructions.
• Technical mentoring experience is a plus.

ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

ABOUT ECRS:

ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity of a high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions.

We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, sexual orientation, disability, age, political affiliation, or national origin.