Escalation Manager

Job Summary

A company is looking for an Escalation Manager to join their Technical Support team.

Key Responsibilities

• Own and drive the prompt resolution of escalated customer issues, aligning with customer expectations and business priorities
• Coordinate and guide Support Engineers and Customer Centric Engineering teams to achieve swift, sustainable solutions and refine escalation processes
• Demonstrate leadership in high-pressure situations, orchestrating internal resources to mitigate customer impact and deliver timely solutions

Required Qualifications

• 8+ years of experience in a technical, customer-facing role with a track record of managing complex escalations
• Proven ability to lead cross-functional teams while fostering a positive and collaborative culture
• Strong analytical skills with the ability to think critically under pressure and drive issues to resolution
• Solid understanding of modern software products, coding concepts, APIs, and distributed architectures
• Experience with Salesforce, FireHydrant, Google Workspace, and BI/analytics tools is a plus