Technical Customer Escalation Manager

Job Description

Manage high-priority customer escalations from intake through resolution, coordinating Support, Engineering, Product, Customer Success, Sales, and executive stakeholders. Maintain clear communications and escalation records, document root causes and resolutions, monitor escalation metrics, and improve processes and playbooks to reduce recurrence and resolution time.

Requirements: Requires a bachelor's and/or master's degree in a technical or quantitative discipline and at least five years of experience in technical support, escalation or incident management, technical account management, customer success operations, or a related post-sales technical role. Candidates should be skilled at coordinating complex issues under pressure, communicating technical information clearly, managing SaaS projects and stakeholders, and be available for weeknight and weekend on-call rotations.

Key Skills: Escalation Management, Incident Management, Technical Support, Project Management, Cross-Functional Coordination, Executive Communication, Root Cause Analysis, Customer Success Operations, SaaS Platforms, API Troubleshooting, Data Workflows, Stakeholder Management, Process Improvement, Metrics Reporting, On-Call Incident Response, Playbook Development

Benefits: Flexible Paid Time Off, Paid Holidays, Work-From-Home Options, Paid Parental Leave, Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Employee Assistance Program, Voluntary Benefits, Wellness Perks, Career Growth Opportunities, 401(k) Matching