• Escalation Manager

    Job ID
  • Overview

    Welcome to Trend Micro’s highly reactive Escalations Team, with responsibility for managing critical customer situations from smaller single customer issues up to massive WannaCry or NotPetya outbreaks with global impact. With a keen appreciation of the thrill of a crisis, you will be at the cutting edge of Trend’s response to challenging situations, negotiating solutions with customers, and leading Trend’s sales, support, engineering and product teams towards solutions. You will be adding value to Trend’s technical organisation in a way that goes beyond mere customer retention.

    The Responsibilities

    • Ownership for large and small critical situations, coordinating Trend’s response across all necessary internal functions
    • Communications with all stakeholders in multiple tracks on action plans, strategy and progress with regular exec level reporting
    • Responsive & flexible when urgent situations arise, prioritizing and working out solutions according to business impact for customer & Trend; customer advocacy
    • Review the bigger picture – customer case histories for insight and context, similar issues elsewhere, retroactive via root cause analysis and proactive via preventative actions
    • Identifying gaps in how Trend delivers products & services to customers, working with management & direction to address these though best practices and feedback

    You Are

    • Tenacious, highly motivated, strong with time management and multitasking, realistic when setting and delivering expectations
    • Meticulous record keeper with focus on detailed tracking during the life of a multi-faceted escalation
    • Structured in own thought processes, emotional intelligence; critical thinker and problem deconstruction
    • Excellent written & spoken communicator, active listener, and with an ability to control & lead discussions during 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 2-3 years’ experience in Technical Support or Escalations role, with demonstrated competence handling difficult complex scenarios
    • Keen sense of excitement when global IT crises such as Wannacry and NotPetya occur, and a finger on the pulse of IT security trends and leading edge technology
    • Exceptional situation awareness with the ability to perceive aspects and solutions that no-one else sees, thinking “out of the box”
    • Outgoing team-player personality with a desire to develop a deep awareness of Trend Micro operations and form long-lasting relationships with key players both internal & external
    • Basic knowledge in network & information security, operating systems, networks and troubleshooting methodologies


    Trend Micro are an Equal Opportunities Employer

    At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. We like to have fun while taking our culture seriously. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.


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