Support Escalation Manager

| Greater Boulder Area | Remote | Hybrid
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Support Escalation Manager 

About us; 

LogRhythm, a Thoma Bravo company, empowers more than 4,000 customers across the globe to measurably mature their security operations program. LogRhythm’s award-winning NextGen SIEM Platform delivers comprehensive security analytics; user and entity behavior analytics (UEBA); network detection and response (NDR); and security orchestration, automation, and response (SOAR) within a single, integrated platform for rapid detection, response, and neutralization of threats. Built by security professionals for security professionals, LogRhythm enables security professionals at leading organizations like NASA, XcelEnergy, and Temple University to promote visibility for their cybersecurity program and reduce risk to their organization each and every day. LogRhythm is the only provider to earn the Gartner Peer Insights Customers’ Choice for SIEM designation three years in a row.   

Who we are looking for; 

LogRhythm is looking for a Support Escalation Manager based in Boulder, CO who will be a vital part of our customer success team. This position is focused on improving customer satisfaction and time to resolution for escalated issues around the globe. You will act as LogRhythm’s primary point of contact to the customer and as the customer’s advocate within LogRhythm.

The Support Escalation Manager will coordinate resources both internally and externally to interface with Senior & Executive Leadership, Support, Engineering, Sales and Customers to resolve business and technical issues on all LogRhythm products and services. 

You will coordinate resources both internally and externally to interface with Senior & Executive Leadership, Support, Engineering, Sales and Customers to resolve business and technical issues on all LogRhythm products and services. 

You will report to our Head of Global Support.

Here’s an overview of the responsibilities & challenges ahead; 

Responsibilities: 

  • Be single point of contact for global teams on escalated issues
  • Collaborate with the Senior Escalations Manager on escalating critical customer issues and help drive them through resolution
  • Extensive experience of managing and coordinating IT Incident/Problem Management principle and practices using ITIL
  • Experience of working with project methodologies including Agile
  • Produce Trends Analysis of recurring problems/incidents by extracting trends on incident types
  • Track, analyze trends and create reports on escalated issues
  • Provide clear and concise updates to internal and external stakeholders as well as executive leadership to ensure all remain aligned throughout the process
  • Ability to seamlessly move between command and control leadership styles to ensure successful engagement across LogRhythm teams
  • Monitor progress of incidents and work with Global Support Services, Product Management, and Engineering teams to ensure appropriate resources have been allocated and that resources are effectively working on the issue.
  • Identify areas of improvement in relation to LogRhythm products and processes.
  • Drive follow up discussions to review root cause and help provide actions/improvements to prevent future escalations.

Desired Skills, Qualifications & Experience; 

  • 3+ years’ experience working with enterprise level software and customers
  • ITIL Foundation Certified
  • Strong foundation of troubleshooting methodology that can effectively solve problems that have never been solved before.
  • Excellent communication skills; written and verbal
  • Able to work on multiple tasks at the same time
  • Experience building relationships with various cross-functional departments
  • Experience working with global teams and other international operations is desired
  • Ability to excel independently, under pressure and tight deadlines
  • Ability to work flexible hours depending on the needs of our customers and the business. Limited travel required. 

Salary and Other Compensation;        

  • The annual starting salary for this position is between $95,000-$110,000 depending on experience and other qualifications of the successful candidate.

Benefits:

LogRhythm offers the following benefits for this position, subject to applicable eligibility requirements;


  • Medical
  • Vision
  • Dental
  • HSA
  • FSA
  • 401k plan
  • Flexible time off
  • Employee assistance program
  • Employees are eligible to receive incentive units

Additional information;

  • Created:/ Revised Date: - 26h January 2021
  • Reporting to: - Head of Global Support
  • Location: - Boulder, Colorado (will consider US remote working)
  • Employment Status: - Full Time
  • FLSA/ Applicable State Law Status- Except

Workplace equality & inclusion are not just words or topics for LogRhythm, they are part of our core values, beliefs, and integral to our company culture. We hire the best of the best and do not discriminate based on race, gender, age, religion, sexual orientation, identity, or other personal factors. LogRhythm was built on the principals of innovation, dedication, creativity, and commitment. It is through these key areas we were able to grow as an equal and inclusive workplace, one where our employees feel respected and safe in.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The company reserves the right to modify this information at any time, subject to applicable law.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages

Location

385 Interlocken Crescent #1050 , Broomfield, CO 80021

What are LogRhythm Perks + Benefits

LogRhythm Benefits Overview

LoGiving- We are dedicated to giving back and empowering our employees, customers, and communities.

Employee referral program- We know the best people know the best people.

Health- Benefits include top-of-the-line health insurance and a generously funded HSA.

Work life balance- We mean it. Flex time off, 12 sick days, 9 company holidays and company-sponsored volunteering opportunities. Oh and take your birthday off — it’s policy.

Culture
Volunteer in local community
Our employees participate in a number of volunteer activities every year, such as the Pedal 4 Possible charity bike ride and Boulder Open Space cleanups.
Partners with nonprofits
Every year, we run donation drives for Coats for Colorado and Community Food Share. We also participate in a number of other activities organized by our Logiving committee.
Open door policy
OKR operational model
Team based strategic planning
Flexible work schedule
LogRhythm provides employees with a flexible work schedule, including flexible start and end times.
Remote work program
Our remote work program includes full-time remote work for specific positions, as well as the ability for on-site employees to work remotely as needed.
Diversity
Dedicated diversity and inclusion staff
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
LogRhythm employees can contribute up to $2700 annually to their FSA for the 2019-2020 plan year.
Disability insurance
Disability insurance covers 60% of base weekly pay for short-term disability insurance and 60% of base monthly pay for long-term disability insurance.
Dental insurance
Vision insurance
Health insurance
LogRhythm provides health insurance benefits.
Life insurance
Life insurance is offered in $10,000 increments up to $1,000,000 or up to six times annual salary, whichever is less.
Pet insurance
LogRhythm provides access to pet insurance.
Wellness programs
LogRhythm's health and wellness programs include the bi-annual Biggest Logger competition and corporate discounts to certain fitness clubs.
Team workouts
LogRhythm's fitness offerings include an on-site gym, yoga classes, and the bi-annual Biggest Logger competition.
Financial & Retirement
401(K)
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
LogRhythm provides up to 8 weeks of parental leave (and 12 weeks of FMLA) for the primary caretaker and the secondary caretaker.
Family medical leave
Company sponsored family events
LogRhythm offers multiple family-oriented events every year, including Logtoberfest, Bring Your Child to Work Day, and Bring Your Dog to Work Day (DogRhythm).
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
LogRhythm offers paid sick days.
Office Perks
Commuter benefits
Company-sponsored outings
Company outings at LogRhythm include Logtoberfest and summer happy hours.
Free snacks and drinks
LogRhythm has fully stocked kitchens, including unlimited coffee, tea, soda, and sparkling water. There are also vending machines in each building.
Some meals provided
Company-sponsored happy hours
Happy hours are hosted on occasion .
Onsite office parking
LogRhythm offers employees free on-site parking.
Pet friendly
LogRhythm participates annually in Bring Your Dog to Work Day.
Recreational clubs
LogRhythm sponsors office sports leagues, including softball and hockey.
Fitness stipend
Onsite gym
Professional Development Benefits
Job training & conferences
LogRhythm encourages professional development, including by offering opportunities for on-site and virtual training.
Lunch and learns
LogRhythm hosts lunch and learn meetings for employees throughout the company.
Promote from within
Mentorship program
Our mentorship program includes leadership mentoring.
Online course subscriptions available

Additional Perks + Benefits

Flexible Paid Time Off, Birthdays required off. Yoga and Meditation Classes. Foosball, Ping Pong and Arcade Games.

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