Job Category Customer Success Group Job Details The Support Incident Managers are part of the Customer Escalation Management (CEM) team within MuleSoft's Global Support organization.
The Support Incident Manager's main task is to facilitate a flawless Follow-The-Sun (FTS) support operation by coordinating seamless handoffs of critical cases between regions, appropriate responsiveness on all active cases, monitoring and follow-up on cases escalated outside of the Global Support organization.
This position offers the opportunity to improve MuleSoft's customer experience by ensuring that high impact and high visibility issues are handled at priority by the Global Technical Support organization.
The Incident Managers continually monitor unresolved critical and escalated cases, working very closely with Regional Support Leadership to drive ownership and accountability for the Support cases currently active in their region.
What You'll do : + Complete product, business and messaging training.+ Get familiar with MuleSoft Service, Customers, and Cross-Functional stakeholders related to case / issue management.
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