Escalation Engineering Program Manager
The Company: Varonis (Nasdaq: VRNS) is a leader in data security, fighting a different battle than conventional cybersecurity companies. Our cloud-native Data Security Platform continuously discovers and classifies critical data, removes exposures, and detects advanced threats with AI-powered automation.
Thousands of organizations worldwide trust Varonis to defend their data wherever it lives — across SaaS, IaaS, and hybrid cloud environments. Customers use Varonis to automate a wide range of security outcomes, including data security posture management (DSPM), data classification, data access governance (DAG), data detection and response (DDR), data loss prevention (DLP), and insider risk management.
Varonis protects data first, not last. Learn more at www.varonis.com.
The Role: An Escalation Engineering Program Manager is a highly self-motivated, proactive engineer with demonstrated creative and critical thinking capabilities. The goal of this position is improving the quality and reliability of our products and engineering operation. This position will be leading engineering group set of projects/programs, enabling and bettering the teams’ work by leading projects, refining processes and improving the teams’ efficiency through statistical review. The Program Manager will work close with an Engineering Managers and Director to develop, instill and promote work flows and methodology, work ethics, and procedures throughout the groups’ operation. This individual will manage, align and coordinate internal engineering projects with other development groups and also external projects with various departments such as Technical Support, Professional Services, Customer success and sales engineering. The Program Manager will also provide routine visibility into the group’s performance statistics to track and increase performance and efficiency.
- You will work to define and run complex projects and schedule and manage project execution, deliver executive communication/presentations and drive the decision-making process effectively and consistently communicate overall status.
- Identify and resolve projects’ related conflicts, inter-dependencies and program issues quickly and effectively.
- Coordinate and align the group’s resources and effort with other stake holders of the project
- You must keep an updated view of the product offering and technologies used so they are taken into account with the project design and implementation
- Understanding of software development and strong interest in user experience is a requirement
- Work closely with the Escalation manager and other executives
- Update and provide visibility on projects while tying the technical and business aspects to create a full view of the project status
- Raise critical issues, roadblocks, pushbacks and concerns
- Alert on high visibility/sensitive customers
- Act as a focal point for projects running in the group
- Coordinate with other engineers, DEV, QA, PM, CSM, Support & PS
- Create and improve procedures and resources to enable and better support work flows with other departments
- Help the Escalation Manager create the foundation and infrastructure to better enable the group’s work
- Conduct and lead weekly RCA (root cause analysis) calls to ensure prevention issues seen in the field
- Monitor progress on escalations, bugs, prevention items
- Monitor progress on select strategic customers
The Requirements:
- Great attention to detail
- Capable of working self-sufficiently
- Able to coordinate, pursue and obtain resources from multiple departments
- Exceptional verbal and written communication skills
- Collaboration: You are able to fit in well with a team, understand capabilities and priorities
- You exhibit a deeply curious mindset about new ideas
- Ability to filter and distill relevant information for the right audience
- Ability to create and execute plans in ambiguous settings
- Good understanding of software development
- Programming experience preferred
- Experience development and product release to a consumer product
- Managerial experience within Program Management or Engineering
The Responsibilities:
- Help build and define processes and work methods to enable work of Escalation Engineering
- Define escalation KPIs to be monitored for quality – produce monthly reports
- Define and construct dashboards to monitor progress on projects, escalations, tasks
- Provide visibility to managed projects for managers and executives on Escalations statistics
- Provide and manage the post product-escalation analysis for finding product root causes
- Follow-up with the teams on preventative actions (bugs, training, KBs, etc.)
- Work in a team with other Escalation Engineers to contribute to projects and programs
- Coordinate work and escalation management for high profile customers
- Coordinate escalation work with Engineering/PM on SaaS customers and ensure prevention items are met
- Collaborate with Support, Professional Services, and Customer Success staff as needed
- Participate and contribute to meetings with Engineering teams, field agents and other stakeholders
We invite you to check out our Instagram Page to gain further insight into the Varonis culture!
@VaronisLife
Varonis is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.
