Career Growth, Flexibility and Collaboration!
Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!
The Company:
Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.
We Believe:
Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.
Senior Customer Escalation Engineer - Drive Customer Success at Onfido
Are you a problem-solver with a passion for customer satisfaction? Do you thrive in a fast-paced environment and excel at navigating complex technical challenges? Join Onfido as a Senior Customer Escalation Engineer and play a pivotal role in ensuring our customers' success.
Onfido is seeking a talented and driven Senior Customer Escalation Engineer to join our dynamic Customer Escalations team. In this role, you will be an individual contributor responsible for managing mission-critical customer escalations, driving timely resolutions, and proactively mitigating potential issues. You'll be the bridge between our customers, technical teams, and executive leadership, ensuring seamless communication and alignment.
What you'll do:
- Lead and Manage Critical Escalations: Take ownership of customer escalations, treating them as mini-projects, from planning and execution to delivering high-quality outcomes.
- Stakeholder Communication: Coordinate and communicate effectively with stakeholders at all levels, ensuring alignment on project objectives and progress.
- Executive Reporting: Keep Executive Management informed of critical customer issues through regular and concise communications.
- Root Cause Analysis & Proactive Solutions: Analyze escalations to identify root causes, conduct postmortems, and contribute to proactive solutions that prevent future issues.
- Product Roadmap Influence: Leverage your deep understanding of Onfido's products to provide customer feedback and insights to Product Managers, influencing the product roadmap.
- Process Improvement: Enhance escalation management processes and maintain accurate documentation.
- Cross-Functional Collaboration: Work closely with Customer Success, Customer Support, Product, Engineering, and Sales teams to achieve customer satisfaction.
This is a unique opportunity to make a significant impact on our customers' experience and contribute to Onfido's continued growth.
What we're looking for:
Essential Skills:
- 5+ years of experience in customer support, project management, or escalation management.
- Strong project management skills to manage escalations effectively.
- Excellent interpersonal, communication, and collaboration skills, with the ability to influence stakeholders.
- Comfortable with technical concepts, including APIs, SDKs, and web applications.
- Proficiency in SQL, preferably PostgreSQL.
- Strong problem-solving and analytical skills.
- Ability to remain calm and manage multiple priorities under pressure.
- Strong organizational and planning skills with meticulous attention to detail.
- Empathy and a genuine desire to help others.
- Fluent spoken and written English.
Desired Skills:
- Practical experience with at least one programming language (Ruby, Python, or JavaScript preferred).
- Experience managing and resolving escalated mission-critical issues.
- Technical background with a BSc/MSc in Computer Science or Engineering.
- Familiarity with Agile environments.
- Experience with Jira, Salesforce Service Cloud, and Looker.
Join our team and help us deliver exceptional customer experiences!
#LI-JB2#ENT123For US roles, or where applicable:
Entrust is an EEO/AA/Disabled/Veterans Employer
For Canadian roles, or where applicable:
Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.
If you require an accommodation, contact accessibility@entrust.com.
Recruiter:James Beck
James.Beck@entrust.com
