Escalation Specialist

Automation Anywhere
📍 São Paulo - SP Publicado 13/09/2025 Área: Escalation Specialist
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Local

São Paulo, SP — Remoto

Responsabilidades

  • Serving as the primary point of contact for customers throughout the escalation lifecycle.
  • Coordinating communication and ensuring follow-through on actions between customers and internal teams, including Support, Engineering, Product, QA, and Sales.
  • Leading technical troubleshooting sessions and supporting root cause analysis (RCA) efforts.
  • Delivering timely, concise updates to both customers and internal stakeholders.
  • Maintaining comprehensive documentation of escalation processes, actions taken, and final resolutions.
  • Identifying risks, blockers, and recurring trends in escalations; collaborating with Product Support Engineering to address product-related issues.
  • Driving continuous improvement by analyzing root causes and contributing to post-escalation reviews and process enhancements.

Requisitos

  • Bachelor’s degree preferred
  • Speak fluent English, Spanish, and Portuguese
  • 4+ years of experience in escalation support roles within the SaaS/IT industry
  • 5+ years in technical support, preferably of a software product, and ideally an enterprise software product
  • Basic understanding of Robotic Process Automation (RPA) or Agentic Process Automation (APA), AI, and ITIL or similar service management frameworks

Sobre a empresa

Automation Anywhere is a leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system integrates process discovery, RPA, end-to-end orchestration, document processing, and analytics with enterprise-grade security and governance.