Global Resolution Manager — Hybrid Incident Leader

Nutanix; Ciudad de México; Híbrido; MXN 882.612 - 1.235.657; Jornada completa

Descripción de la vacante

A leading technology company is seeking a Senior Customer Facing Resolution Manager in Mexico City to lead critical incident management and champion customer success. This hybrid role requires a minimum of 3 years in escalation management or technical support, strong communication skills, and an ability to navigate high-stress customer situations. The ideal candidate will ensure effective collaboration and deliver clear communication to stakeholders while managing multiple incidents and developing action plans.

Formación

• 3+ years of experience in escalation management and conflict resolution in a technical support environment.
• Strong ability to listen, understand customer frustration, and turn it into positive outcomes.
• Experience in field or technical support, customer advocacy, and account management.

Responsabilidades

• Triage and develop action plans for critical incidents to ensure customer success.
• Deliver internal and external communications during the lifecycle of critical incidents.
• Work with technology partners to resolve issues and push improvements in the ecosystem.

Conocimientos

Escalation Management

Technical Support

Customer Management

Organization Skills

Advanced Communication Skills

Educación

Bachelor of Science in Computer Information Systems

Descripción del empleo

A leading technology company is seeking a Senior Customer Facing Resolution Manager in Mexico City to lead critical incident management and champion customer success. This hybrid role requires a minimum of 3 years in escalation management or technical support, strong communication skills, and an ability to navigate high-stress customer situations. The ideal candidate will ensure effective collaboration and deliver clear communication to stakeholders while managing multiple incidents and developing action plans.