Customer Escalation Manager for R&d

hace 1 semana

Barcelona, España Ingram Micro A tiempo completo

**Description**

At CloudBlue, we’re changing the way the world does business. CloudBlue, the world’s largest cloud platform provider, powers marketplaces with a total of 30 million seats globally. We offer the energy of a start-up with the resources and backing a multi-billion corporation: Ingram Micro.

We’re helping businesses transform and grow into their future without limitations.

Our values illustrate why we are one of the best places to work:

- Our trust in our team
- Our creative engine
- Our strive for excellence
- Our passion and energy

We’re an ambitious and hard-working team that runs fast, cuts through ambiguity and courageously takes risks. At CloudBlue, we constantly innovate and follow a customer-first approach, which requires flexibility and adaptability. Learn more about our team and how we are leading the XaaS revolution.

**Your role**
- Be a single point of contact on engineering side for any kind of customer related issues escalation
- Identify and manage engineering requests that are not part of existing business contracts
- Represent the engineering team to support, customer representatives and project management office
- Optimise the quality and velocity of both engineering and support team
- Measuring key performance indicators (KPIs), and execution of post-mortem both for support and engineering team
- Serve as customer advocate internally and influence engineering and product management team to improve customer satisfaction and retention
- Own, maintain and decrease product maintenance costs by the engineering
- Suggest solutions to identified product problems

**What you bring to the role**:

- Solid domain knowledge related to E-commerce, OSS/BSS systems
- 3-5 years of experience in Software Quality Assurance, Analytics, Support or equivalent
- Patience and ability to listen
- Strong technical negotiation skills including experience in a customer-facing role
- Ability to communicate efficiently both with technical and businesspeople, and both by voice and by texting
- Interest in customer-facing engagement, including pitching, demonstrating and understanding customer environment and needs
- Architect level understanding and practical experience of telco demands
- Excellent logic, problem solving, and troubleshooting skills
- Professional attitude to “make things happen”
- Experience working in and managing distributed teams
- Strong work experience with Atlassian family products: JIRA / JQL, Confluence
- Experience with common scripting languages, including Shell script, Python or JavaScript
- Experience with at least one of the major agile methodologies (Scrum, Kanban, etc.)
- Ability to perform queries and draw up reports including reports from external data sources like SQL, Data cubes etc.
- Bachelor's degree in computer science, or equivalent degree or experience.

**Benefits**:

- Flexible schedule and Hybrid work model ️
- Fridays, summer and Christmas reduced time ️
- Tickets Restaurant
- Medical and dental insurance
- Flexible compensation
- Technical training by department
- English and Spanish lessons
- Career paths by department
- Monthly bonus for home electricity
- Free coffee and cold drinks ️
- Arcade machine
- Team building events
- RSC activities ️
- Annual salary review depending on performance
- International and multicultural environment

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