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Senior Support Escalation Specialist - Opportunity for Working Remotely

Primary Location: Boston,Massachusetts

Additional Location(s): Indianapolis,Indiana,USA; San Francisco,California,USA; Palo Alto,California,USA; New York,New York,USA; Chicago,Illinois,USA; Denver,Colorado,USA;

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The Escalation Specialist at Carbon Black is a pivotal function to our Customer's Success. In this role you will manage both internal and Customer initiated escalations from beginning to resolution, ensuring both new and renewal business is successful.

Reporting to the Escalation Manager, the Escalation Specialist will assess the customer's problematic situation, define success criteria, and then communicate your plan to a customer and relevant stakeholders. You thrive on taking preventative measures to prevent heated escalations, proactive steps during an active escalation, maintain consistent and predictable communication, and follow up to ensure success criteria is met post-escalation.

This role requires excellent relationship development skills, ability to deliver presentations and a personality that thrives in a fast paced environment. You will work both cross-functionally within Carbon Black departments and within a Customer's Organization. 

This is a great opportunity for someone interested in ensuring a customer's business objectives are met, with an end goal of protecting their endpoints with Carbon Black software.

This position is available to all U.S. locations. 

Escalation Specialist Job Duties:

  • Central Technical Support point of contact for customer escalations covering both US and International regions 

  • Lead escalation management activities, such as checkpoint calls for customer issues and reporting

  • Centralized control of customer situation across multi-departments

  • Proactively monitor high priority support cases and provide assistance to prevent escalations

  • Own and drive Action Plan for and escalation success criteria

  • Communicate customer priorities to Engineering, Professional Services, and other departments

  • Facilitate customer interaction with Engineering via Technical Support

  • Facilitate and guarantee cross products resource engagement 

  • Create Exec communication of action and customer situations

  • Ensure resource prioritization and resolution of customer escalated issues 

  • Communicate cross functionally with Sustaining Engineering, Development, Product Management, Customer Success Team, and other teams

  • Work with Support Operations to enhance the support tools (Salesforce, etc.) for better monitoring, tracking and reporting of escalations

  • Suggest improvements in Technical Support processes to enhance the customer experience  

  • Drive improvements in Carbon Black products by tracking trends in customer cases

Qualifications & requirements:

  • 5+ years of Technical Support or escalation handling experience

  • Excellent organizational and project management skills 

  • Ability to exercise effective judgment, sensitivity, and creativity to changing situations

  • Adaptable, professional, courteous, motivated and work well on their own or as a member of a team

  • Proven leaderships skills

  • Demonstrated problem solving skills

  • Strong communication (verbal and written) and customer handling skills

  • Perform well under pressure and deadline driven 

  • Experience in the enterprise security space

  • Familiarity with software distribution, patch management, and anti-viral technologies

  • Programming experience a plus

  • BS in Computer Science or equivalent


This position has a minimum base salary which starts at $73,000/yr. Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at *Note: Disclosure of Colorado pay and benefits required per sb19-968.

This position is eligible for CarbonBlackUSA referral campaign

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-07-14

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law. Job ID: R2110422
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