Lead Global Ecalation Manager

| Greater Denver Area

 

Are you a seasoned Tier 3 Technical Support Engineer or Technical Support Account Manager (TAM/TSAM) with Agile discipline experience.  At Webroot, we have an opportunity for you to use your strong customer service orientation, technical skill and management experience .This role is tailor made for the support leader who can streamline and refine our services as we expand  The ideal candidate is expected to work product technical support escalations from both Webroot Business and Consumer customers, and be comfortable working directly with both highly technical as well as less technical users by telephone and via email. This is a phenomenal opportunity to leave your mark on an expanding organization that is already recognized for providing top notch support for our customers.  Pick up where we are currently and take our support function to world-class status!

 

As our Lead Global Escalation Manager, based in Broomfield CO., you will:

  • Monitor and respond in a timely manner to ticketing queues, escalations, defects and emails
  • Work with customers and other support team members to define and escalate well documented product defects
  • Act as liaison with Product Management and Development Engineering to manage product defects and feature deficiencies
  • Perform failure trend analysis and reporting
  • Field escalation support requests from fellow escalation team members
  • Provide clear constructive feedback and responses to customers and coworkers
  • Handle difficult situations in a professional manner at all times
  • Represent the voice of the customer within Webroot
  • Perform testing functions to reproduce and verify defect fixes and to assist the Quality Assurance teams when needed
  • Contribute regularly to internal and external knowledgebase articles
  • Work within the defined Service Level Agreements
  • Provide outstanding “White Glove” support to ALL customers

REQUIRED SKILLS AND EXPERIENCE

  • 7-10 years of experience resolving complex product issues - security software products preferred
  • Expert technical knowledge in: Windows, VM, Mac, desktop applications, servers, networking, security, and web applications, with direct experience supporting DNS and VPN technologies
  • Automation scripting or software development capabilities
  • Excellent customer service skills addressing the needs of both the external and internal customer with strong written, communication and process skills
  • Topic specific troubleshooting and support training content creation
  • Ability to work under pressure, multitask and prioritize tasks

DESIRED SKILLS AND EXPERIENCE

  • 3-5 years Technical Account Management(TAM)/Technical Support Account Management(TSAM) experience
  • Product Management/Ownership experience
  • Cross functional project management experience

 

 

 

At Webroot, we do more than secure our customers' personal computers, mobile devices and networks. We also nurture our employees' most critical assets – their talents, experience, and career aspirations. Webroot has the energy of a start-up with the strength and stability of an Internet security market leader. We foster the innovative culture you'd expect of a company that's making a statement. Webroot is a company in which you can invest yourself fully, knowing that you're not only protecting our customers around the world, but also that your talents and innovation will be recognized and rewarded. We encourage you to learn more about us and explore our job openings. Secure your future. Ensure the same for your career. Principals only - no third parties, please. Webroot Inc. is an Equal Opportunity Employer.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • Google AnalyticsAnalytics
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

385 Interlocken Crescent, Broomfield, CO 80226

An Insider's view of Webroot

What are some social events your company does?

Annual Bike-to-Work event, Women of Webroot, Game Nights, Teammate-led photography classes, Fun team-building exercises.

LeVar Battle

Senior Communications Manager

What makes someone successful on your team?

Hard work, creativity, ambition, and collaborative.

Levar Battle

Senior Communications Manager

What are Webroot Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
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