Database Product Escalation Manager

Job Description

Job Description

JOB SUMMARY :

As the Product Escalation Manager, your predisposition is to care deeply about how your product works for customers and customer satisfaction. Belonging to a customer focused SCRUM team, you represent the tip of the sphere for your team. You're the first team member to have the opportunity to resolve issues that were not resolved by the Core Support Team. You're also uniquely positioned between the Product Owner and SCRUM Master, to effect needed changes to the product, and or documentation, that will help reduce future support issues and therefore drive higher levels of customer satisfaction with your team's product. In your important role your cadence matters and ultimately controls the speed at which your team's OODA Loop will spin, which dictates how well your team can adapt to changing and urgent circumstances.

RESPONSIBILITIES :

In order of priorities :

• Act as the essential member that provides the team with accurate and daily situational awareness of application field performance and field reliability. To perform this, you will need to lean forward, with an intense desire to know how your product is performing using information methods and sources :

Seeking out early indicators of the products performance at beta locations, critical mission upgrades and critical mission installations.

QUALIFICATIONS :

ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

ABOUT ECRS :

ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity of a high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions.

We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, sexual orientation, disability, age, political affiliation, or national origin.