Staff Escalation Manager
Tel Aviv-Yafo, Tel Aviv District, Israel
ILS 341K-443K (estimate) Senior-level Full Time
Tasks
- Collaborate with product management and engineering
- Coordinate stakeholder communication
- Create and update knowledge base
- Deflect Jira tickets with solutions
- Deliver 1 on 1 training to support team
- Identify top product defects
- Lead customer escalations
- Maintain escalation board
- Maintain support defects kanban
- Manage Jira tickets quality assessment
- Perform trend analysis
- Prioritize Jiras for development
- Research code to expedite investigations
- Resolve defects when possible
- Serve as product SME
- Validate severity and priority
Perks/Benefits
- Annual bonus
- Company time off and holidays
- Employee assistance program
- Employee stock purchase plan
- Free parking
- Home-office allowance
- Hybrid work model
- Meal allowance
- Parental leave
- Pension fund
- Private medical insurance
- RSUs
- Study funds
- Wellness program
- Workout sessions and wellness app
Skills/Tech-stack
AI Concepts | API Testing | Cloud infrastructure | Container Technologies | Enterprise Security | Jira | Kubernetes | Linux | ML concepts | Networking | Python | SIEM | SaaS | Scripting | Security | Sfdc | Technical Support | Troubleshooting | Zendesk
Education
N/A
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