Israel Job Openings
Armis
Escalation Support Manager
Tel Aviv-Yafo
November 29, 2024
Armis, the cyber exposure management & security company, protects the entire attack surface and manages an organization’s cyber risk exposure in real time. In a rapidly evolving, perimeter-less world, Armis ensures that organizations continuously see, protect and manage all critical assets - from the ground to the cloud. Armis secures Fortune 100, 200 and 500 companies as well as national governments, state and local entities to help keep critical infrastructure, economies and society stay safe and secure 24/7.
Armis is a privately held company headquartered in California.
Armis is a privately held company headquartered in California.
Location: This is a hybrid role for those based in Israel
Armis Technical Support Team
The Technical Support Team is at the heart of impacting and ensuring clients use the Armis products effectively. Supporting our customers to solve their challenging technical security problems is critical to achieving our mission. The team collaborates and works hand in hand with the Operation, R&D, Solution Architects, Product, Customer Success, and other teams to ensure seamless onboarding, deployment, and on-going development of our customers.
The role:
Our Technical Escalation Manager will align to support our vast global customer base, to assist with their most complex technical escalations. You will play a significant role within the growing IL support Team and apply your creativity and innovative ideas that best support and create a lasting experience for our customers.
As part of your day to day you’ll drive, promote, triage and manage technical escalations work flows internally within Armis with focus on optimal issue resolution. You will promote and lead collaboration and cadence with Engineering and Product stakeholders, assist with root cause analysis triage and management as well as promote efforts around service excellence and timely resolution of issues resulting in the proactive deescalation for their complex technical issues.
All in all, as a senior member within Armis Support, you will help drive positive change by taking an active part in our overall collaboration between CS, Engineering and Product, to facilitate a best-in-class service excellence for our growing customer base
What you will do…
Armis Technical Support Team
The Technical Support Team is at the heart of impacting and ensuring clients use the Armis products effectively. Supporting our customers to solve their challenging technical security problems is critical to achieving our mission. The team collaborates and works hand in hand with the Operation, R&D, Solution Architects, Product, Customer Success, and other teams to ensure seamless onboarding, deployment, and on-going development of our customers.
The role:
Our Technical Escalation Manager will align to support our vast global customer base, to assist with their most complex technical escalations. You will play a significant role within the growing IL support Team and apply your creativity and innovative ideas that best support and create a lasting experience for our customers.
As part of your day to day you’ll drive, promote, triage and manage technical escalations work flows internally within Armis with focus on optimal issue resolution. You will promote and lead collaboration and cadence with Engineering and Product stakeholders, assist with root cause analysis triage and management as well as promote efforts around service excellence and timely resolution of issues resulting in the proactive deescalation for their complex technical issues.
All in all, as a senior member within Armis Support, you will help drive positive change by taking an active part in our overall collaboration between CS, Engineering and Product, to facilitate a best-in-class service excellence for our growing customer base
What you will do…
- Develop and lead Armis Support operational processes, projects and initiatives that help drive the visibility, ownership and resolution of key technical issues
- Act as the primary interface driving key technical escalations with internal stakeholders and provide assistance to Armis Support with escalation and deescalation of customer issues
- Lead and facilitate essential meetings and efforts to align resources around key escalations common objectives to ensure a timely and complete closure of escalated cases
- Keeps key internal leaders and other stakeholders apprised of escalation status
- Assist in the creation / review of reports for management in regards to service excellence and adherence to agreed standards and SLAs
- Assist with post-issue root cause analysis (RCA) efforts to minimize and/or eliminate future occurrences
- Leverage escalated cases involving external functions and Armis Support internal teams to promote quality culture and assist to drive the quality improvement process for our organization, product and service offering
- Demonstrate competency with the full suite of the Armis service and product portfolios
- Actively participate, create and distribute key communications using a variety of channels
- At least 3 years of global escalation management experience or a similar role
- At least 8 years of experience in technical support roles (interacting and escalating directly with engineering and product teams)
- Experience with enterprise customer accounts is required
- Solid technical networking knowledge in TCP/IP and the Application layer
- Solid experience supporting Linux-based products (OS Admin or equivalent)
- Project managerial skills and background (ITIL, PMP, PMI, LEAN, SIGMA preferred)
- Demonstrated success in taking on new roles and contributing to the build out of new sustained workflows, functions or teams
- Working experience with a Saa S provider (Docker/Kubernetes-based environments) is highly preferred
- Support leadership experience is highly preferred
- Enjoy working with customers and collaborating with colleagues using excellent communication and problem-solving skills
- High standards of performance and customer service for self and others on the team
- Industry experience in Cyber Security, particularly network security or application security is preferred
The choices you make in your career journey matter. You want to do interesting work in an important field while also having time to live your life, which is why we place so much value in your life-work balance. Armis sets you up for success with comprehensive health benefits, discretionary time off, paid holidays including monthly me days, and a highly inclusive and diverse workplace. Put your unique experiences and perspective to work in an environment where they will enable you to thrive, grow, and live your life with integrity.
Armis is proud to be an equal opportunity employer. We never discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected (or not) status. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization.
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