Staff Customer Engineer (Escalation Manager)

Pivotal Software, Shanghai

At Pivotal, Silicon Valley is a State of Mind

Global Escalation Management

Escalation Manager


Pivotal is a dynamic and agile company, that is producing cutting edge technology in a pre-IPO environment. Pivotal is backed by industry leaders EMC, VMware, and General Electric for fast growth and success.


Pivotal’s Global Escalation Management organization is looking for a customer focused self starter in the APJ region as an Escalation Manager reporting into the global lead responsible for crisis management.


Expectations of candidate:

  • Very strong English writing and speaking skills
  • Someone to be an ambassador to our customers in the APJ region
  • Possesses an aggressive approach to customer satisfaction
  • A passionate individual that will focus not only on the customer view of the problem, but also drive product and process improvement back into Pivotal
  • Willingness to own management of a crisis from beginning to end
  • Strong organizational skills; the individual will be expected to drive resolution with customers and internal teams
  • Practice a persuasive collaborative approach
  • Ability to align technical resources during customer escalations
  • Able to communicate with executives professionally and confidently
  • Customer visits may be required in the midst of intense situations
  • Become an influencer within the organization
  • Remain calm in highly stressful situations
  • Commitment to problem resolution beyond normal business day
  • Ensure the customer’s voice is heard throughout the escalation process
  • Create and maintain network with field and delivery teams


Qualifications of candidate:

  • Very strong English writing and speaking skills
  • 5+ years of industry experience in technical support, or related fields
  • Bachelor’s degree in Computer Science or related field of studies

About Pivotal Software

About us Pivotal transforms how the world builds software. Pivotal combines the Silicon Valley state of mind, modern approach, and infrastructure with organizations’ core expertise and values. We enable the leading companies in the world to innovate by employing an approach focused on building software. Our methodology is about evolving, in both development and innovation, and our culture is empowering. Our team uses agile and lean approaches to teach next-generation developers to create and build new solutions. We optimize for change so enterprises can move at start-up speeds and with greater business agility. Recent updateSee all See all recent updates

Want to learn more about Pivotal Software? Visit Pivotal Software's website.