Are you a seasoned Tier 3 Technical Support Engineer or Technical Support Account Manager (TAM/TSAM) with Agile discipline experience.  At Webroot, we have an opportunity for you to use your strong customer service orientation, technical skill and  management experience .This individual contributor role is tailor made for the support leader who can help streamline and refine our services as we expand  The ideal candidate is expected to work product technical support escalations from both Webroot Business and Consumer customers, and be comfortable working directly with both highly technical as well as less technical users by telephone and via email. This is a phenomenal opportunity to leave your mark on an expanding organization that is already recognized for providing top notch support for our customers.  Pick up where we are currently and take our support function to world-class status!

As our Lead Global Escalation Manager, based in Broomfield CO., you will:

• Monitor and respond in a timely manner to ticketing queues, escalations, defects and emails
• Work with customers and other support team members to define and escalate well documented product defects
• Act as liaison with Product Management and Development Engineering to manage product defects and feature deficiencies
• Perform failure trend analysis and reporting
• Field escalation support requests from fellow escalation team members
• Provide clear constructive feedback and responses to customers and coworkers
• Handle difficult situations in a professional manner at all times
• Represent the voice of the customer within Webroot
• Perform testing functions to reproduce and verify defect fixes and to assist the Quality Assurance teams when needed
• Contribute regularly to internal and external knowledgebase articles
• Work within the defined Service Level Agreements
• Provide outstanding “White Glove” support to ALL customers

REQUIRED SKILLS AND EXPERIENCE

• 7-10 years of experience resolving complex product issues - security software products preferred
• Expert technical knowledge in: Windows, VM, Mac, desktop applications, servers, networking, security, and web applications, with direct experience supporting DNS and VPN technologies
• Automation scripting or software development capabilities
• Excellent customer service skills addressing the needs of both the external and internal customer with strong written, communication and process skills
• Topic specific troubleshooting and support training content creation
• Ability to work under pressure, multitask and prioritize tasks

DESIRED SKILLS AND EXPERIENCE

• 3-5 years Technical Account Management(TAM)/Technical Support Account Management(TSAM) experience
• Product Management/Ownership experience
• Cross functional project management experience