Escalation Manager

Job Summary

A company is looking for an Escalation Manager to handle customer escalations and platform incidents.

Key Responsibilities

• Collaborate with Support and Engineering teams to manage customer escalations and ensure appropriate handling
• Communicate with customers and internal leadership regarding escalations from engagement to resolution
• Oversee platform incidents, ensuring proper summarization and communication to affected parties

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related field, or equivalent professional experience
• Five or more years of experience in customer support or escalation management
• Experience with database technology (SQL), web technology (HTML, JavaScript, CSS, XML), or CRMs (e.g., Salesforce)
• Familiarity with SaaS solutions is preferred
• Experience with FireHydrant is a plus