Escalation Manager

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.  Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.As an Escalation Account Manager, you will be an integral member of the F5 Support and Services team, managing critical escalations and coordinating our resources to bring the escalations to resolution.***This opportunity is located in Guadalajara, Mexico and is set up as a hybrid work environment where you'll be expected to commute into the office at least 30 days per quarter.Focus Areas & responsibilitiesTake ownership of the escalation process for specific technical support cases where a customer’s network is down or severely impaired. Direct progress of technical support staff, escalation team, engineering team and all other F5 resources in addressing customer production issues, function as point-of-contact for issue management.Create and manage comprehensive plans of action to resolve technical issues affecting enterprise customers.Provide post-mortem review and analysis as required by internal teams or customers.Interface closely with field teams to ensure coordinated and consistent messaging from F5 during an incident.Analyze the resulting relationship between F5 and the customer.  If corrective action needs to be taken, partner with the account teams or other internal resources to improve the long-term relationship with the customer.Once the incident has been resolved and the customer is satisfied, the EAD extracts themselves from the accountBehaviors, experience and skills:Ability to direct others and set priorities to resolve crisis or high-visibility situations while remaining calm and advocating best practices.Influence and manage a client as well as internal resources that don’t directly report to this position.Proven project management skills – PMP is a plus.Show good judgment skills and the ability to put the customer firstMust have excellent written and verbal communication skillsMust be a self starter and show initiative with the ability to work past barriersAbility to relay complex technical information to people with varying skill and knowledge levels.Proficiency in Excel and PowerPoint applicationsHow do you qualify?Showcase 12+ years in an operational leadership role successfully resolving production outages, service impairments or other high visibility events for enterprise customers.At least 5 years technical networking background.  This ideally would be a mix of both working for a vendor and a client.Hold BS/BA degree or equivalent years work experience.Other considerations:Duties are performed in an office environment while sitting at a desk or computer table.Duties require the ability to utilize a computer keyboard, communicate over the telephone, and read printed material.Duties may require the ability to travel via automobile or airplane, and may require being on call periodically and working outside normal working hours (evenings and weekends).#LI-DC1The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).Equal Employment OpportunityIt is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination.  F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.