Escalation Manager
Coverity - San Francisco, CA

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Coverity is a 275+ person pre-IPO company that is healthy and growing rapidly. With record growth in 2012, we are part of the Deloitte Fast 500, the San Francisco Fast 100, and the 2012 CODiE award winner. Our experienced leadership team has "been there, done that" in enterprise software.

Our products find bugs and security vulnerabilities in source code before they can crash software in the key systems of such important things as pacemakers, cars, and cell phones -- and before they can be hacked by malicious attackers. We are considered to be the leader in the embedded software testing space -- and we are rapidly expanding into other industries and markets. Among our 1,100 customers are:

7 of the 10 top global brands

All 10 top aerospace and defense companies

All 10 top consumer electronics companies

8 of the 10 top telecommunications companies

7 of the 10 top software companies

You name a product in your daily life, and it is likely that we made it better by improving the software. We are proud that the software of the Mars Rover Curiosity is "Coverity-clean" and our products contributed to the success of the large Hadron Collider. In addition, Coverity provides free code analysis to open source projects through our SCAN initiative and most top universities use us as part of their Computer Science curriculum to demonstrate software testing at its best.

At Coverity, the support team is different from most other companies. It is a complex product with complex answers that need to be tailored for each customer.

Every software company has bugs in their code. We help those companies find the defects that cause their products to fail!

Our products involve highly-sophisticated, cutting-edge software algorithms to detect critical defects and security vulnerabilities in source code. Therefore, our technical support issues can be highly complex --- solving them requires intelligence, insight, and true technical expertise.

We are searching to find a smart, motivated Escalation Coordinator for our San Francisco office with C/C++, C#, and/or Java programming experience. We want to hire people who are eager to help the best engineers from the world's top companies (our customers) solve complex problems in their source code and development environments.

If you have this programming knowledge and a passion for helping engineers find solutions for software quality and security needs, then Coverity is the right place for you.

Responsibilities

The Escalation Coordinator will be responsible for coordinating the resolution of tier-2 and tier-3 customer escalations. In this role, you will work closely with Coverity developers and technical support staff to drive our toughest cases to resolution.

Help troubleshoot incoming , high priority case through email and/or phone conversations.

Work with existing support team and developers to provide resolution to escalated customer issues.

Liaise with top/senior level customer contacts and our internal management team to clear obstacles and resolve problems

Coordinate hot-fix and documentation delivery to customer.

Work with product management to incorporate your solutions and innovations to help our customers moving forward.

Clear obstacles and keep things moving both internally and within the customer environment.

Qualifications

Self-starter with the ability to work with a fantastic team

BS/BA degree in Computer Science or equivalent work experience

Minimum 3-5 years experience in technical support and/or C/C++ programming with expert support skills.

Outstanding written and verbal communication skills.

Experience with variety of industry hardware platforms, operating systems (Linux/Unix, Windows, etc.).

Experience in multiple compiler environments gives you top priority in our hiring queue!

Extensive troubleshooting expertise; the ability to solve problems and determine the root cause of issues.

Ability to work in a fast-paced environment. Strong work ethic.

Ability to use and train others on the use of advanced troubleshooting procedures. Must be able to tailor communication to meet the needs of the client.

Effective handling of multiple critical, client support situations and effectively communicate with senior management.

Ability to troubleshoot technical problems and demonstrate problem solving and resourcefulness in obtaining information.

Ability to quickly assimilate complex problems and develop a resolution strategy.

Smart, creative, energetic, conscientious, and enthusiastic persona.

Enjoy fast-paced, energetic environment.

Team player with a customer-focused attitude.

Ability to travel on short notice is a must.

Our San Francisco offices are newly renovated in an open concept and right next to AT&T Park and the southern freeway. CalTrain and Muni are one block away, and we provide free passes for CalTrain. We have an office shuttle to take you to the financial district and the ferry/BART/bus lines. We use the best computer equipment available and top-of-the-line office furniture. The view from our office is priceless!

We offer:
Competitive base salaries

Semi-annual bonuses based on company performance

Stock options

Health benefits (medical, dental, vision)

Matching 401k contribution program

Monthly commute allowance

Employee referral bonuses of $5,000 per hire

Insurance (travel, life, short/long-term disability)

All the snacks and drinks you want

Coverity is a meritocracy where people are rewarded based on merit — if you produce, you will earn more!

IND123

Coverity - 23 months ago - save job - block
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About this company
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About Coverity Coverity (www.coverity.com), the leader in improving software quality and security, is a privately held company headquartered...