• Escalation Manager

    Job ID
  • Overview

    Welcome to Trend Micro’s highly reactive Critical Accounts Team with responsibility for Critical Escalations, from small single-customer issues to massive WannaCry and NoPetya outbreaks with global impact. With a keen appreciation of the thrill of a crisis, you will be at the cutting edge of Trend Micro’s response to challenging situations, negotiating solutions between customers and leading Trend’s sales, support and engineering teams towards solutions. You will be adding value to Trend’s Tech Support structure in a manner that goes beyond mere customer retention.

    The Responsibilities

    • Take full ownership and responsibility for situations, from single customer issues to massive global crises, coordinating Trend’s response across all relevant internal functions
    • Maintain cohesive and comprehensive communications with all stakeholders in multiple tracks, with executive level reporting on progress, action plans and strategy
    • Form a solid understanding of the business impact to the customer, and the internal impact any proposed solution can have; ensure all parties are aware of the challenges
    • Review customer case histories to gain insight and context, and represent the customer internally
    • Quality Assessing the work of the Technical Support team, identifying gaps in technical ability, case handling and customer focus, and working with management to address these through tracking, best practices and feedback sessions

    You Are


    • Tenacious, flexible, highly motivated & reactive, and able to manage your time autonomously under tight deadlines
    • Meticulous record keeper with focus on detailed tracking during the life of an escalation
    • Excellent communicator with a strong ability to negotiate, mediate and chair discussions under stressful conditions with ongoing business-critical outages
    • Committed to improving the Customer Experience through metrics & KPI analysis and coaching sessions for Engineers; persistent when digging into the cause of anomalies in the data and when proposing corrective actions

    You Have

    • Minimum of 4 years’ experience in Technical Support or Escalations Management, with demonstrated competence handling difficult complex scenarios
    • Keen sense of excitement when global IT crises such as Wannacry and NoPetya occur, and a finger on the pulse of IT security trends and leading edge technology
    • Exceptional critical thinking & situation awareness skills with the ability to percieve aspects and solutions that no-one else sees, thinking “out of the box” and keeping track of all loose ends
    • Outgoing personality with a desire to develop a deep awareness of Trend Micro operations and form long-lasting coalitions with key players both internal & external
    • Background in Technical Support with strong fundamental knowledge in networking, operating systems, troubleshooting, network security & malware; Industry certifications an advantage



    Trend Micro are an Equal Opportunities Employer


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