Escalation Manager

Tel Aviv-Yafo, Tel Aviv District, Israel

Armis is looking for a few of the very best people in their field to join our A-team of big thinkers, doers, movers, and shakers. This unique opportunity truly offers the best of all worlds—start up culture, enterprise level benefits and security, and top pay for the industry. Got your attention yet? Good, keep reading, it only gets better.

Ok, so what exactly does Armis do?

Connected assets are growing at an explosive rate, across every industry and every geo. In today’s world of smart devices and BYOD, these assets come from every direction and are found in every possible environment and industry. And they’re critical to success for every enterprise. And because every single asset represents a very real potential vulnerability, they’re also the last line of defense against today’s sophisticated cyber criminals. 

Armis gives companies of every size—across every industry and geo—complete asset visibility, contextual intelligence, and continuous security. We have partnerships and integrations with the planet’s leading tech and cybersecurity players. And we’re building an incredibly smart and diverse global team of thought-leading technologists, creative visionaries and proven game changers who are ready to take Armis to the next level.

Armis Technical Support Team 

The Technical Support Team is at the heart of impacting and ensuring clients use the Armis products effectively. Supporting our customers to solve their challenging technical security problems is critical to achieving our mission. The team collaborates and works hand in hand with the Operation, R&D, Solution Architects, Product, Customer Success, and other teams to ensure seamless onboarding, deployment, and on-going development of our customers.

The Opportunity 

Our Technical Escalation Manager will align to support our vast global customer base, to assist with their most complex technical escalations. You will play a significant role within the growing IL support Team and apply your creativity and innovative ideas that best support and create a lasting experience for our customers.  

As part of your day to day you’ll drive, promote, triage and manage technical escalations work flows internally within Armis with focus on optimal issue resolution. You will promote and lead collaboration and cadence with Engineering and Product stakeholders, assist with root cause analysis triage and management as well as promote efforts around service excellence and timely resolution of issues resulting in the proactive deescalation for their complex technical issues.

All in all, as a senior member within Armis Support, you will help drive positive change by taking an active part in our overall collaboration between CS, Engineering and Product, to facilitate a best-in-class service excellence for our growing customer base 

Roles and Responsibilities

  • Develop and lead Armis Support operational processes, projects and initiatives that help drive the visibility, ownership and resolution of key technical issues 
  • Act as the primary interface driving key technical escalations with internal stakeholders and provide assistance to Armis Support with escalation and deescalation of customer issues 
  • Lead and facilitate essential meetings and efforts to align resources around key escalations common objectives to ensure a timely and complete closure of escalated cases
  • Keeps key internal leaders and other stakeholders apprised of escalation status
  • Assist in the creation / review of reports for management in regards to service excellence and adherence to agreed standards and SLAs
  • Assist with post-issue root cause analysis (RCA) efforts to minimize and/or eliminate future occurrences
  • Leverage escalated cases involving external functions and Armis Support internal teams to promote quality culture and assist to drive the quality improvement process for our organization,  product and service offering
  • Demonstrate competency with the full suite of the Armis service and product portfolios
  • Actively participate, create and distribute key communications using a variety of channels

Requirements and Experience

  • At least 3 years of global escalation management experience or a similar role 
  • At least 8 years of experience in technical support roles (interacting and escalating directly with engineering and product teams)
  • Experience with enterprise customer accounts is required
  • Solid technical networking knowledge in TCP/IP and the Application layer
  • Solid experience supporting Linux-based products (OS Admin or equivalent)
  • Project managerial skills and background (ITIL, PMP, PMI, LEAN, SIGMA preferred)
  • Demonstrated success in taking on new roles and contributing to the build out of new sustained workflows, functions or teams
  • Working experience with a SaaS provider (Docker/Kubernetes-based environments) is highly preferred
  • Support leadership experience is highly preferred
  • Enjoy working with customers and collaborating with colleagues using excellent communication and problem-solving skills
  • High standards of performance and customer service for self and others on the team
  • Industry experience in Cyber Security, particularly network security or application security is preferred

The choices you make in your career journey matter. You want to do interesting work in an important field while also having time to live your life, which is why we place so much value in your life-work balance. Armis sets you up for success with comprehensive health benefits, discretionary time off, paid holidays including monthly me days, and a highly inclusive and diverse workplace. Put your unique experiences and perspective to work in an environment where they will enable you to thrive, grow, and live your life with integrity.

Armis is proud to be an equal opportunity employer. We never discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected (or not) status. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization.

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