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We're seeking a highly skilled Technical Escalation Specialist to join our Global Support and Services team at F5. As a key member of our team, you will be responsible for managing escalations and coordinating F5 resources to resolve critical issues for our customers.
Key Responsibilities- Take ownership of the customer concern process for technical support cases where a customer's network is down or severely impaired.
- Direct progress of support staff, escalation team, engineering team, and all other resources in addressing customer production issues, serving as the point-of-contact for issue management.
- Build and manage comprehensive plans of action to resolve technical issues affecting enterprise customers.
- Provide post-mortem review and analysis as needed by internal teams or customers.
- Interface closely with field teams to ensure coordinated and consistent messaging from our team during an incident.
- Analyze the resulting relationship between us and the customer, taking corrective action as necessary to improve the long-term relationship.
- 12 years of related experience with a BS/BA degree preferred.
- Previous experience in an operational leadership role resolving production outages, service impairments, or other high-visibility events for enterprise customers.
- Technical networking background, ideally with a mix of vendor and client experience.
- Proficient English, Spanish, and Portuguese language skills.
As a Technical Escalation Specialist at F5, you will have the opportunity to work with a diverse team, prioritize customer satisfaction, and develop your skills in a dynamic environment.
