Escalation Manager

Role overview

Lead the response to complex customer support escalations, including high-priority product incidents and issues affecting high-risk accounts. You will coordinate customers, technical teams, and executives to drive resolution, maintain trust, and turn incident lessons into improvements. The role includes an on-call requirement.

Responsibilities

- Serve as the main customer contact for escalated cases and critical incidents, setting clear expectations for progress and resolution. - Triage, prioritize, and assign issues to the right teams while keeping ownership and accountability clear. - Build action plans and coordinate cross-functional work to resolve complex technical problems. - Communicate incident status and resolution plans to customers and internal leaders; capture and share customer feedback. - Review escalation patterns and incident outcomes to identify recurring problems and recommend improvements to products, processes, and support practices. - Track response, resolution, and customer satisfaction measures, and conduct post-incident reviews with documented follow-up actions.

Requirements

- At least five years in enterprise technical support, including two or more years managing escalations; cybersecurity experience is preferred. - Demonstrated success resolving high-impact customer issues and managing critical incidents. - Strong written and verbal communication skills, including regular communication with executive stakeholders. - Understanding of how SaaS teams such as Product, Engineering, Support, Customer Success, Sales, and Professional Services work together. - Ability to build trust, handle conflict, influence decisions, and keep a customer-focused approach under pressure. - Sound judgment using data and structured processes to identify risks, dependencies, and mitigations; familiarity with tools such as Salesforce Service Cloud, Jira, or Slack.

Benefits and work setup

The position requires on-call coverage. Listed benefits include paid time off and holidays, parental leave, healthcare options, retirement programs, education reimbursement, and commuter support in some locations.