About the Job:
Exabeam is a global cybersecurity leader that delivers AI-driven security operations. We are looking for a Customer Incident Manager who will be responsible for building strong relationships with clients, understanding their technical needs, and providing tailored resolutions to key technical challenges. This role combines technical expertise, customer service skills, and business acumen, requiring a deep understanding of software systems, excellent problem-solving abilities, and the capacity to work under pressure.
The Customer Incident Manager will collaborate with cross-functional teams, including engineering, product management, and quality assurance, to ensure timely and effective resolution of customer issues. The successful candidate will be able to communicate complex problems succinctly and effectively, engaging with both customers and internal teams to manage and resolve complex systems' issues.
Location: Dubai, Dubai, United Arab Emirates
Work Conditions: On-site, Full-time
Key Responsibilities:
- Manage and resolve high-priority software escalations from global support teams.
- Collaborate with engineering and product teams to identify root causes and implement solutions.
- Serve as the primary technical liaison between the company and assigned key accounts.
- Provide regular updates to stakeholders on the status of escalated issues.
- Develop a deep understanding of customers' business objectives and technical environments.
- Provide proactive technical guidance and support to help customers optimize their use of our products.
- Collaborate with sales, engineering, and product teams to address customer needs.
- Conduct regular account engagements to ensure understanding of customer priorities and IT/Technical changes.
- Monitor customer health metrics and develop action plans to address potential risks.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in software support or a related technical role.
- Proven experience in managing software escalations and resolving complex technical issues.
- Strong understanding of software development processes and methodologies.
- Excellent communication and interpersonal skills.
- Ability to work effectively in a fast-paced, global environment.
- Strong leadership and team management skills.
- Experience with customer relationship management (CRM) and ticketing systems.
- Ability to travel internationally as needed.
Exabeam is committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.
