Technical Support Escalations Manager

Job Summary

A company is looking for an Escalations Manager for Technical Support.

Key Responsibilities

• Own and manage high-severity customer escalations, ensuring clear action items and follow-through
• Engage with customers during critical situations to maintain trust and set expectations
• Coordinate cross-functional responses to drive progress on complex issues and provide escalation visibility to leadership

Required Qualifications

• 6+ years in technical support, customer escalations, or related roles in complex technical environments
• Proven experience managing high-impact customer issues with sound judgment
• Strong technical fluency across platforms, devices, APIs, and integrations
• Demonstrated ability to coordinate cross-functional efforts and drive alignment
• Experience authoring post-incident communications or RCA documents for various audiences