Incident and Escalations Manager

September 10

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Samsara

WebsiteLinkedInAll Job Openings

1001 - 5000

💰 Seed Round on 2014-08

Description

• Manage lifecycle of escalated incidents as the single point of contact • Build strong relationships with Customer Success, Engineering, Product, and Sales • Develop post-escalation processes with Support Operations team • Establish and maintain escalation SOPs • Build and monitor escalation KPIs and reporting • Drive and manage incident review meetings with executives • Embed Samsara’s cultural principles in global scaling efforts

Requirements

• 3+ years of incident management and/or escalation management experience in fast-paced software/technology environments (SaaS/PaaS/IoT) • Demonstrated project management experience with an ability to influence stakeholders to achieve desired outcomes • Exceptional judgment in high-pressure scenarios • Demonstrated ability to communicate customer issues to technical and business audiences • Excellent verbal, written, communication, and receptive listening skills • Proven ability to build strong working relationships cross-functionally to drive effective teamwork • Experience working with ticketing systems such as Zendesk and Salesforce • 5+ years of Technical Support and/or Support Services related experience (ideal) • High levels of emotional intelligence, empathy, proactivity, and advocacy skills (ideal) • Strong bias for action, ownership, and highest standards (ideal) • Ability to work in a hyper-growth environment with shifting priorities (ideal) • Experience with dashboard tools such as Zendesk Explore and Tableau (ideal) • Additional Language skill(s): Spanish, French, German, or Dutch (ideal)

Benefits

• Competitive total compensation package • Employee-led remote and flexible working • Health benefits • Samsara for Good charity fund • Much, much more