Technical Support - Escalation Manager

We’re seeking an Escalation Manager to join our Global Support Services organization. You will serve as the Subject Matter Expert for your product, acting as the primary point of contact for all escalations directed to the Engineering teams. We are seeking a highly collaborative, approachable, and customer-focused individual who can effectively validate priorities and maintain clear, consistent communication.

(This role is primarily focused on the Windows OS product, but you will occasionally provide backup to the other escalation managers.)

The bulk of your time will be spent deflecting Jira tickets by providing solutions, KBs, and 1-on-1 training directly to the Support team. You will validate priority, review, and manage Jira tickets before engaging Development. 

You will also perform trend analysis to identify top product defects and collaborate with the Documentation, Learning and Development (L&D), and Product Management teams to create and update knowledge. Code review may also be applicable, and suggestions for code improvements shared with engineering and Product Management.

For customer escalations, you will help engage the relevant stakeholders in internal and customer-facing conversations, and may lead those conversations from a technical perspective.

• Develop key contacts and relationships with assigned product PM/Dev leadership.
• Drive product supportability with PM/Development.
• Share support knowledge through available channels (KB, training, videos etc.).
• Trend analysis: Identify and track top impacting issues or product defects.
• Manage communication and response to Backline Support (Jira).
• Act as SME and be the focal point for assigned products.
• Research the code to expedite the investigation.
• Resolve Defects when possible.
• Quality Assessment for Support Jira tickets.
• Prioritize Jiras based on customer and support qualifications.
• Work to eliminate duplication.
• Deflect Jira tickets (Provide solution whenever possible).
• Validate severity.
• Maintain clarity and quality.
• Prioritize and maintain escalations to Dev.
• Create/maintain hot escalation board and review with relevant stakeholders.
• Create/Maintain support Defects Kanban.
• Communication - oversee response/information requests from Dev.
  

You must be a top-tier Subject Matter Expert with deep troubleshooting skills and the ability to guide Engineering's investigation. Excellent communication is required to clarify information between Support and Development and manage stakeholder expectations. The ability to research the codebase to expedite investigations and resolve bugs when bandwidth allows is a significant advantage.

As this is focused on the Windows SentinelOne agent, a deep understanding of the operating system and troubleshooting tools is required:

• C++ (Rust and Python are also helpful)
• WinDbg and memory dump analysis
• Process Monitor
• Windows Performance Analyzer

• Authoritative and assertive approach
• Deep technical knowledge (Products, OS, Cloud, SIEM, Enterprise Security)
• Coding and scripting skills

You will be joining a cutting-edge company, where you will tackle extraordinary challenges and work with the very best in the industry.

• Medical, Vision, Dental, 401(k), Commuter, Health and Dependent FSA
• Unlimited PTO
• Flexible Work Shifts Required (including weekends and holidays)
• Paid Company Holidays
• Paid Sick Time
• Gym membership reimbursement
• Cell phone reimbursement
• Numerous company-sponsored events including regular happy hours and team building events