Escalation Expert Job at Wiz

Escalation Expert

Ever since we started in 2007, Sunrun has been at the forefront of connecting pe...

Location

United States

Salary:

58128.72 - 77504.97 USD / Year

Sunrun

Expiration Date

Until further notice

Requirements

High school diploma or equivalent education
Bachelor’s degree preferred
3+ years of relevant work experience, preferably with customer success, project management, planning, and in-house legal department or coordination experience
Excellent written and oral communication skills, and an ability to effectively explain complex issues to various audiences via email, conference call, one-on-one, and group settings
History of working as a team to accomplish goals and fostering a collaborative and supportive environment
Ability to work independently on multiple cases with minimal supervision in a fast-paced environment, and able to manage and prioritize multiple deadlines
Must be comfortable interacting with all levels of management, building relationships across teams and with key stakeholders
Strong proficiency with Google Suite, Excel, and PowerPoint, Salesforce knowledge preferred
Excellent organizational and time management skills
Meticulous attention to detail, passionate about diving into the “fine print,” and interested in learning and acquiring new skills

Job Responsibility

Manage and resolve all escalated customer issues consistent with Sunrun guidelines, serving as the customer’s single point of contact
Works directly with Staff Prevention SMEs to contribute to, and enforce, processes, training, and consequences based on customer escalation insights
Deliver world-class customer experience for customers led by empathy and a “can do” attitude
Set and achieve customer expectations through all points of contact, providing regular proactive communication on case status, timelines, and next steps
Provide accurate and timely resolution to customer questions and requests, providing a seamless customer experience with little or no handoffs between team members or other departments
Work with customers and internal scheduling teams to schedule site visit appointments, ensure completion, and appropriate follow-up
Obtain signatures on time sensitive and confidential documents
Maintain a current understanding of all aspects of the solar journey, including, but not limited to, Sunrun agreement terms and obligations, billing, system and battery performance
Maintain a current understanding of all resolution tools consistent with Sunrun guidelines
Discuss customer feedback and solicit customer satisfaction feedback post escalation resolution

What we offer

Medical/Dental/Vision Insurance
Life Insurance
Disability Insurance
401k Plan + Company Match
Stock Purchase Plan
Paid Vacations/Holidays
Paid Baby Bonding Leave
Employee Discounts
PowerU - 100% Funded Education Programs
Employee Donation Matching

Fulltime

Escalation Expert

We’re looking for an Escalation Expert to join the CTO team and spread the power...

Location

United Kingdom , London

Salary:

Not provided

Wiz

Expiration Date

Until further notice

Requirements

Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent industry experience and certifications
7+ years of hands-on, technical experience in a senior customer-facing role such as Escalation Engineer, Senior Technical Support, or a related field
A minimum of 3+ years of in-depth experience with a major cloud platform
Proven experience in reading, debugging, and writing code in at least one high-level programming language (e.g., Python, Go, Java, Shell, JavaScript)
Proficiency in using Git and source code management systems for code collaboration
Proficiency with REST APIs or GraphQL
Proficiency with command-line tools and Linux operating system environments
A fast learner with a natural curiosity, a passion for technology, and the ability to work independently
A deep understanding of web technologies (e.g., HTTP, HTML, DNS)
Experience leveraging AI tools to increase task efficiency

Job Responsibility

Take ownership of our most challenging customer technical problems, performing deep-dive troubleshooting and analysis to drive them to resolution
Proactively identify potential escalations and serve as the customer's advocate, ensuring their most difficult technical challenges influence product and engineering roadmaps
Author and publish technical troubleshooting content, such as knowledge base articles and guides, for both internal team enablement and external customer use
Lead the development of internal tools and processes for your specific product area, and champion their adoption within our technical teams
Participate in an on-call rotation for critical escalations and to support internal tooling

New

Metrics Production & Management-Vice President

The Metrics Lead is accountable for the execution of complex and critical metric...

Location

India , Mumbai

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Overall, 10-13 years of experience, Banking or Finance industry preferred
Prior experience in defining KPIs and associate measurements in a large financial institution
Must have a broad understanding of the business technology landscape and strong analytical skills
Advanced experience using MS Excel and its data integration tools
Experience using various Business Intelligence tools (Power BI, Tableau, and MicroStrategy)
Expert knowledge of key reporting and analytics capabilities and tools like Tableau, etc.
Expertise in data query, data analytics, and data visualization
Possesses a comprehensive understanding of how one's own area and others collectively integrate to contribute towards achieving business objectives
Adaptable, creative, resourceful, well organized team player with strong work ethics
Communicates effectively, develops, and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences

Job Responsibility

Define the vision and end state for operationalizing metrics reporting by building a highly qualified team of experts in the areas of reporting and analytics capabilities
Collaborate closely with senior stakeholders across businesses and functions to understand their processes and help them to define tangible KPI’s, reporting metrics and measurements
Ensure adherence with established policies and timelines for data gathering, data quality (DQ) checks, metrics development, assembly of reporting dashboards, and QA to produce EDO reporting deliverables within responsibility on time
Partner with technology to perform current state assessment of existing reporting tools and complete tool selection for each use case as required
Partner with technology to build out capabilities required to enable the reporting and analytics toolkit including required automated data feeds
Ensure design of reporting and analytical capabilities adhere to all Citi Risk and Control requirements
Co-ordinate data availability from applicable suppliers in various areas of the organization
escalating where needed
Oversee/perform metrics calculation through defined procedures specifying appropriate data sources and data fields
Build and enhance existing data quality processes to ensure accuracy, timeliness and completeness of various dashboards and reports

Fulltime

New

Regulatory Compliance Manager US Antiboycott

Serves as a product compliance risk officer within Services Independent Complian...

Location

United States , Washington

Salary:

167920.00 - 251880.00 USD / Year

Citi

Expiration Date

July 12, 2026

Requirements

10+ years experience in a compliance, legal, or regulatory role focused on international trade compliance, sanctions, or anti-boycott regulations, preferably within a global financial institution or a regulatory body
Demonstrated deep subject matter expertise in US Anti-Boycott Laws preferred
Excellent written, verbal and analytical skills
Must be a self-starter, flexible, innovative and adaptive
Highly motivated, strong attention to detail, team oriented, organized
Strong presentation skills with the ability to articulate complex problems and solutions through concise and clear messaging
Ability to work collaboratively with regional and global partners in other functional units
ability to navigate a complex organization
to influence and lead people across cultures at a senior level
Experience in managing regulatory exams and relationships with examiners, auditors, etc.

Job Responsibility

Develop, implement, and maintain internal strategies, policies, procedures, and training programs to ensure compliance with all applicable US Antiboycott requirements
Serve as a subject matter expert on US Antiboycott matters, providing real-time, advice and guidance to business units, product and function ICRM, and other stakeholders on the applicability and compliance with the US Antiboycott requirements
Analyzing and scoping the impact of new and complex regulatory developments across senior function/business/product, including cross-border impact
Advising ICRM and function/business/product management and personnel on regulatory and compliance issues and provide credible challenge
Participating in industry groups and trade association working groups or other forums
Leading initiatives and managing high-impact special project work streams with a results-driven focus to deliver solutions, including coordinating the implementation of new regulatory requirements
Managing strategy and responses to regulatory examinations, reviews and inquiries and internal and external investigations, as well as testing and audit
Designing and lead compliance and control reviews
Partnering with other ICRM teams and global functions, including Legal, Risk, Operations and Technology, and Finance to prevent and detect non-compliance issues and promote a culture of compliance
Additional duties as assigned

What we offer

Discretionary and formulaic incentive and retention awards
Medical, dental & vision coverage
401(k)
Life, accident, and disability insurance
Wellness programs
Paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

Fulltime

New

Field Tech Senior Manager

Location

Philippines , Taguig City

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Strong verbal and written communication skills
Manages escalated client situations with a focus on building positive client relationships
Excellent understanding of internal service processes and able to articulate these to clients
Strong technical and product knowledge

Job Responsibility

Supervise and manage a team of IT desktop support associates, smart hands, network & voice resources
Ensure the team provides effective & timely day-to-day IT support, advice, guidance & diagnosis, and timely incident resolution for client
Facilitate the day-to-day management of client incidents and requests & tech room operations ensuring a timely response within the established Service Level Agreement (SLA)
Perform follow up on incidents/requests with client as needed to ensure customer satisfaction
Assist the client portfolio to meet their goals in infra management and uptime
Manage the day-to-day work activities of the team, including rosters, timelines, expected customer experience, billing, prioritizing, and allocating workflow
Provide timely and effective advice, information, and expert technical interpretation on complex IT support matters
Work closely with HRBP to ensure corrective actions are put in place as needed
Place the customer at the center of all decision making
Be the key IT Support point of contact for the client portfolio

Fulltime

New

Retail Associate Manager

This role supports store leadership to develop and guide the retail team in deli...

Location

United States , Fort Wayne

Salary:

43200.00 - 72000.00 USD / Year

T-Mobile

Expiration Date

Until further notice

Requirements

High School Diploma/GED (Required)
1 year customer service and/or sales experience, retail environment (Preferred)
At least 18 years of age
Legally authorized to work in the United States
Change Agility (Required)
Change Management Coaching (Required)
Coaching (Required)
Coaching Conversations (Required)
Communication (Required)
Customer Engagement (Required)

Job Responsibility

Lead and develop retail team members to achieve sales targets and deliver customer service excellence
Coach and train staff on product knowledge, customer interaction, and store procedures to enhance team performance
Manage store operations including visual merchandising, plan-o-gram compliance, and maintaining store environment standards
Monitor and control store expenses, discounting, and credits to support financial objectives
Oversee customer wait times and ensure customer needs are met through effective team coordination
Stay current on products, services, and leadership practices to serve as an expert resource for the team
Also responsible for other duties/projects as assigned by business management as needed

What we offer

medical, dental and vision insurance
flexible spending account
401(k)
employee stock grants
employee stock purchase plan
paid time off and up to 12 paid holidays
paid parental and family leave
family building benefits
back-up care
enhanced family support

Fulltime

New

Workforce Management Lead, Enterprise Ops

Airbnb was born in 2007 when two hosts welcomed three guests to their San Franci...

Location

Canada

Salary:

128000.00 - 160000.00 CAD / Year

Airbnb

Expiration Date

Until further notice

Requirements

10+ years of operations experience in a fast paced and ambiguous work environment, with at least 5 years of experience in vendor management, workforce management and/or capacity planning
Extensive experience of influencing and managing stakeholders, including clear examples of negotiating difficult demands and mediating competing priorities
Experience operating as a strategic thought partner to senior leaders, translating ambiguous business goals into concrete workforce plans with measurable outcomes
Strong process design and execution skills
for example rebuilding and launching a new complex cross-functional process
Extensive experience building capacity plans, staffing/scheduling plans, and allocating resources across multiple competing priorities based on ROI or alignment with company goals
Strong analytical skills, ability to break performance out into underlying drivers and understand program ROI by taking a holistic view to costs and benefits
Expertise in Google sheets, should be expert at using complex formulas and should be able to create well-organized spreadsheets with raw data inputs
Experience with SQL is a plus
Experience driving efficiency with onshore and offshore BPO partners for Quality, Trust, Sales or CS teams

Job Responsibility

Lead demand forecasting, capacity planning and utilization reporting across both the Scaled Ops team and the Rev Ops Sales teams
Tightly run and improve our weekly project staffing and scheduling process, deciding the optimal allocation of agents across new and existing projects, including prioritization and trade-off discussions with multiple stakeholders, managing their expectations around balancing priorities and when to start, stop and continue projects
Maintain a real-time, comprehensive view of all active and pipeline projects including tracking status, performance, blockers and distill this into a weekly / monthly executive briefing that gives senior leaders a clear picture of operational health
Build consensus and secure decisions around program resources and requirements such as tooling, analytics and reporting
Collaborate with our stakeholders to proactively build our project pipeline to ensure that the team has a strong bench of valuable work to transition to if other projects wind down early
Measure and report out on the team’s cost efficiency, including gains from e.g. the introduction of AI tools. Collaborate on quarterly OKR targets, and analyze the overall ROI of our workflows and motions
Run the project governance system, ensuring that we work on only the highest value projects, and constantly review whether existing work should be continued
Proactively identify and escalate operational risks including capacity shortfalls, underperforming vendors, or misaligned project KPIs with a recommended course of action before they become critical issues
Collaborate on driving partner efficiency performance via a data-driven assessment of team and individual output, perform deep dives (such as time and motion studies), and structure the best measurements and incentives to optimize performance

What we offer

bonus
equity
benefits
Employee Travel Credits

Fulltime

New

Active Directory Engineer (Technology Specialist I)

This is a 100% remote position, which requires one day onsite yearly.

Location

United States , New York

Salary:

109000.00 - 163695.00 USD / Year

Mount Sinai Health System

Expiration Date

Until further notice

Requirements

Bachelor degree in Computer Science or a related discipline, or an equivalent combination of education and work experience. Masters degree preferred.
Eight years of diverse work experience in IT with a minimum of six years experience in systems analysis and application program development, or an equivalent combination of education and work experience.
8+ years of Active Directory experience in enterprise environments
5+ years administering Microsoft Entra ID (Azure AD)
Strong knowledge of Azure conditional policies, App registrations and Enterprise applications
Strong proficiency in PowerShell, Microsoft Graph or equivalent Microsoft‑supported scripting and automation tooling used for Entra ID and Active Directory operations.

Job Responsibility

Serve as the hands-on technical lead and subject matter expert for Entra ID and Active Directory environments and related technologies
Establish and operate a centralized Entra ID and Active Directory support function, including support models, standards, and escalation processes
Lead incident response, root-cause analysis, and long-term remediation for directory-related issues
Partner with IAM, Security, Infrastructure, and Compliance teams while maintaining clear ownership boundaries
Acting as escalation point for directory/domain issues
Root Cause Analysis and Problem Management
SME advisory posture for directory and identity platforms
Analyzing the environment and driving continuous improvement plans
Managing stakeholder expectations through clear technical communication
Administer Microsoft Entra ID (Azure AD) tenants

Fulltime

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Escalation Expert

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Job Responsibility

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Escalation Expert

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