Technical Support Escalation Director

Job Summary

Technical Support Escalation Director is a full-time individual contributor role responsible for managing and resolving high-stakes customer escalations that may impact business relationships and company reputation.

Key Responsibilities

• Own and manage politically sensitive customer escalations across various teams
• Lead customer engagement and establish clear plans of action with clients
• Coordinate internal resources and provide regular updates to senior leadership on escalation status

Required Qualifications

• 8+ years of experience in a customer-facing leadership role within B2B cybersecurity or enterprise SaaS
• Experience managing complex customer situations with senior stakeholders
• Familiarity with Privileged Access Management (PAM) or Identity Security
• Strong executive presence and ability to influence outcomes under pressure
• Demonstrated success in collaborating across multiple functions within an organization