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Carbon Black

Provides security solutions to detect and prevent cyber threats.

Senior Support Escalation Specialist
Waltham, MA, US
Job Description / Skills Required

Why Carbon Black?

At Carbon Black, you’ll have the chance to make an impact in the ever-evolving cybersecurity space. Our advanced technology tackles even the toughest challenges and stays ahead of the latest threats.

If you want to join an agile company that’s building bleeding edge technology in the cloud, Carbon Black is the place for you. Driven by passionate people who are dedicated to making the world safer, it’s no wonder we’ve been named a “Top Place to Work” by the Boston Globe for three consecutive years. Join us!

Why You Matter

The Senior Support Escalation Specialist at Carbon Black is a pivotal function to our Customer's Success. In this role you will manage both internal and Customer initiated escalations from beginning to resolution, ensuring both new and renewal business is successful.

Reporting to the Escalation Manager, the Senior Support Escalation Specialist will assess the customer's problematic situation, define success criteria, and then communicate your plan to a customer and relevant stakeholders. You thrive on taking preventative measures to prevent heated escalations, proactive steps during an active escalation, maintain consistent and predictable communication, and follow up to ensure success criteria is met post-escalation.

This role requires excellent relationship development skills, ability to deliver presentations and a personality that thrives in a fast paced environment. You will work both cross-functionally within Carbon Black departments and within a Customer's Organization.

This is a great opportunity for someone interested in ensuring a customer's business objectives are met, with an end goal of protecting their endpoints with Carbon Black software.

What You’ll Do

Central Technical Support point of contact for customer escalations covering both US and International regions
Lead escalation management activities, such as checkpoint calls for customer issues and reporting
Centralized control of customer situation across multi-departments
Proactively monitor high priority support cases and provide assistance to prevent escalations
Own and drive Action Plan for and escalation success criteria
Communicate customer priorities to Engineering, Professional Services, and other departments
Facilitate customer interaction with Engineering via Technical Support
Facilitate and guarantee cross products resource engagement
Create Exec communication of action and customer situations
Ensure resource prioritization and resolution of customer escalated issues
Communicate cross functionally with Sustaining Engineering, Development, Product Management, Customer Success Team, and other teams
Work with Support Operations to enhance the support tools (Salesforce, etc.) for better monitoring, tracking and reporting of escalations
Suggest improvements in Technical Support processes to enhance the customer experience
Drive improvements in Carbon Black products by tracking trends in customer cases

What You’ll Bring

5+ years of Technical Support or escalation handling experience
Excellent organizational and project management skills
Ability to exercise effective judgment, sensitivity, and creativity to changing situations
Adaptable, professional, courteous, motivated and work well on their own or as a member of a team
Proven leaderships skills
As this role will handle EMEA escalations in addition to US, EST preferred.
Demonstrated problem solving skills
Strong communication (verbal and written) and customer handling skills
Perform well under pressure and deadline driven
Experience in the enterprise security space
Familiarity with software distribution, patch management, and anti-viral technologies
Programming experience a plus
BS in Computer Science or equivalent



Who We Are

Carbon Black is the leading provider of next-generation endpoint security. Carbon Black’s Next-Generation Antivirus (NGAV) solution, Cb Defense, leverages breakthrough prevention technology, “Streaming Prevention,” to instantly see and stop cyberattacks before they execute. Cb Defense uniquely combines breakthrough prevention with market-leading detection and response into a single, lightweight agent delivered through the cloud. With more than 7 million endpoints under management, Carbon Black has more than 2,500 customers, including 30 of the Fortune 100. These customers use Carbon Black to replace legacy antivirus, lock down critical systems, hunt threats, and protect their endpoints from the most advanced cyberattacks, including non-malware attacks.

Carbon Black, Inc. is an EEO/AA employer. Carbon Black is an inclusive employer that believes in workplace equality, supports diversity, creates a welcoming environment, and respects the unique qualities each individual brings to the company.