Forcepoint

Escalation Manager

Forcepoint

full-time

Posted on:

Location Type: Remote

Location: Egypt

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

FirewallsTCP/IP

About the role

  • Take ownership of incoming critical incidents and critical customer incidents
  • Lead incident triage calls to define severity, success criteria, RACI, and exit conditions
  • Prioritize and manage incidents from initiation through resolution, coordinating appropriate internal resources
  • Act as the central point of contact during incidents, ensuring timely, accurate, and audience-appropriate communication
  • Drive root cause analysis (RCA) efforts with engineering and support teams
  • Prepare and deliver executive summaries to C-level stakeholders

Requirements

  • 5+ years in technical support, with 3+ years in SaaS customer support and Incident management (networking domain preferred)
  • Strong knowledge of networking and security (TCP/IP, routing, VPNs, firewalls)
  • Proven collaboration and customer experience improvement skills
  • Excellent communication, presentation, and stakeholder management
  • Proficient in Salesforce, MS Office, and reporting tools
  • Fluent in English; relevant certifications (e.g., CCNA, CCNP, ITIL) are a plus
Benefits
  • Competitive salary
  • Benefits
  • Career growth opportunities
  • Health insurance
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementroot cause analysisnetworkingsecurityTCP/IProutingVPNsfirewallsSaaScustomer support
Soft Skills
collaborationcustomer experience improvementcommunicationpresentationstakeholder management
Certifications
CCNACCNPITIL