Senior Technical Escalation Engineer-Global Services
|Employment duration:||Full time|
|# of openings:||1|
As a Senior Technical Escalation Engineer for Global Services, the successful candidate is responsible for the resolution and management of high impact technical customer satisfaction issues affecting the organization. These issues could stem from pre-sales, project issues, complex technical escalations, and/or political issues that affect the customer experience. The team member is responsible for being able to troubleshoot a broad spectrum of technologies, while providing in-depth technical leadership in multiple areas. The critical customer issues that the team member is responsible for are typically situations where there is customer impact, revenue loss, or even ongoing issues that have been challenged with timely resolution. These situations can include some of the most unique conditions where customer loyalty and retention is at risk. This individual will be required to provide account management responsibilities due to repeated issues, long-term problems, quality or systematic behaviours that deviate from the customer’s perception or expectation. In addition to being a subject-matter-expect, the Senior Technical Escalation Engineer will provide superior internal and external communication and mature leadership to executive and working teams. This role reports into the AVP, Customer Support.
We thank all applicants, however, only those selected for an interview will be contacted.
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