Provide global escalation support, resolve customer tickets, communicate effectively, and maintain updated partner data while meeting KPIs.
This is a remote position.
What will you do?• Provide global escalation support across different software and product lines.
• Engage all tickets with urgency, with excellent customer experience at heart of all you do.
• Escalate and Deescalate tickets to appropriate support channels. o Accurately capture data within CRM.
• Share insights and trends back to leadership & client.
• Maintain a partner index updated with key data points.
• Work as part of global team but also autonomously when required.
• Communicate effectively internally and externally, including emails, social media, phone, and video conferences.
• Meet or exceed internal KPIs and response time targets for urgent tickets, ensuring both timely resolution of customer issues and alignment with organizational objectives. • Exhibit strong teamwork skills while also demonstrating the ability to work autonomously when required.
Requirements
Skills & Qualifications:
• Fluent / Native level of proficiency in English, both written and verbal
• Exceptional attention to detail with the ability to articulate data insights and trends information
• Slightly flexible with working hours to balance different regions
• Familiarity with software and hardware products is a plus. Must be eager to learn new technologies.
• Ability to empathize with the customer, partners and client contacts
• Problem-solving mindset and passionate about delivering excellent customer experience
• Proficient use of Microsoft Office Suite (especially Outlook, Excel and PowerPoint)
• Experience working in multinational and multicultural environments is preferred
• Working knowledge of Salesforce and/or other CRM tools is a plus
• 2 years experience in similar workstream (Administration, ticket support, back office function)
Similar Jobs
Cloud • Information Technology • Security • Software • Cybersecurity
Serve as the field technical authority bridging enterprise AI and security: drive AI security strategy, lead demos and POVs, advise on LLM/RAG/agent risks and data protection, influence product roadmap, and create reusable enablement assets to scale sales and secure production AI deployments.
Top Skills:
AgentsApi IntegrationsCloud-Native Security PlatformsData Loss Prevention (Dlp)Llm ApisLlmsModel Context Protocol (Mcp)Prompt WorkflowsRetrieval-Augmented Generation (Rag)Zero Trust
Cloud • Information Technology • Security • Software • Cybersecurity
Lead field-facing AI security strategy for enterprise customers: architect solutions, deliver demos/POVs, advise on LLM/RAG/agent security, prevent data exposure, and scale enablement across sales and product teams.
Top Skills:
AgentsApi IntegrationsCloud-Native Security PlatformsDlpLlm ApisLlmsMcp (Model Context Protocol)Prompt WorkflowsRagZero Trust
Cloud • Information Technology • Security • Software • Cybersecurity
Serve as field-facing technical authority on enterprise AI security: define AI technical strategy, design and deliver tailored demos/POVs, advise on LLM/RAG/agent risks and data protection, feed product roadmap, and create reusable enablement assets and training for sales and engineering teams.
Top Skills:
Agentic AutomationApi IntegrationsCloud-Native Security PlatformsData Loss Prevention (Dlp)GenaiLarge Language Models (Llms)Llm ApisModel Context Protocol (Mcp)Prompt WorkflowsRetrieval-Augmented Generation (Rag)ScriptingZero Trust
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
