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Escalation Engineer

Tel Aviv | Customer Success

Description

Do you Get things Done? Get Fix Done!

Vulcan cyber is looking for a dedicated and ambitious senior Escalation Engineer to join our kickass team!

If you are a Vulcan, that means that technology runs in your bloodstream. It means that being a team player is the obvious for you, but you can also run free.

Feeling the vibe? Keep reading.

What you’re gonna do:

  • Responsible for tackling the highest profile and most challenging issues impacting the company’s most important customers.
  • Support the Customer Success Team in resolving complex issues within all areas of the technology stack.
  • Study the product code to Identify issues.
  • Create scripts and automated processes to test customer integrations and replicate issues.
  • Perform root cause analysis on problems provide recommendations for resolution.
  • Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution.
  • Design, develop, and implement processes, systems and technology to support and enhance the technical support function, including workflow and incident management


What’s the experience you already have:

  • Experience in the software industry with a minimum of 3 years in technical support management.
  • Extremely organized and detail oriented.
  • Eagerness to learn, thirst for knowledge.


What gives you some major credit points:

  • Proven technical background.
  • Working experience in the Cyber-Security ecosystem.
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