Escalation Manager

Job Summary

Experienced in managing escalated support issues, the full-time Escalation Manager will be the primary point of contact for enterprise customers, collaborating with technical support, sales, and engineering teams to drive incident resolution and improve processes.

Key responsibilities

• Own and drive escalated support issues, including critical incident response tasks
• Collaborate with support managers and engineering to enhance processes and tools
• Conduct weekly technical team calls and share knowledge on new issues with teams

Required qualifications

• Minimum 7+ years of experience supporting large enterprise customers
• Proficient in English and a U.S. citizen for compliance access
• Experience in incident management within a large organization
• Strong networking knowledge, including TCP/IP and HTTP/HTTPS protocols
• BSc degree or higher preferred