Director of Technical Escalations

Job Summary

A company is looking for a Director, Technical Escalations to join their Customer Success team.

Key Responsibilities

• Own and lead critical technical escalations involving executive customers and revenue risk
• Translate technical failures into business impacts and direct cross-functional teams to resolution
• Maintain escalation prioritization and drive post-escalation reviews to identify systemic issues

Required Qualifications

• 10+ years of experience in leading complex technical escalations in a SaaS environment
• Strong technical foundation in Salesforce or Microsoft Dynamics
• Experience in Support, Solutions Engineering, or technical customer-facing roles
• Solid understanding of modern SaaS architectures and technology trends
• Ability to operate independently with high executive exposure