Technical Support Escalations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for clients during escalated incidents.

• Provide clear, structured, and confidence-inspiring updates tailored to various customer audiences.

• Manage customer expectations regarding timelines, impacts, and subsequent steps.

• Address incoming customer inquiries and requests to minimize disruption to technical response efforts.

• Ensure that the appropriate internal teams are engaged and unblocked throughout the incident's lifecycle.

• Identify and eliminate operational, procedural, or communication obstacles that affect response teams.

• Facilitate escalation paths when progress is stalled or additional authority is needed.

• Coordinate with vendors, site teams, and internal stakeholders as necessary.

• Maintain awareness of situational dynamics across concurrent workstreams.

• Ensure that decisions, risks, and dependencies are communicated clearly.

• Guide incidents through established escalation and response processes.

• Support structured transitions as incidents develop or shift between teams.

• Collaborate with technical leads to ensure that customer-facing summaries are accurate and aligned.

• Monitor and communicate outcomes and commitments relevant to customers.

• Assist in post-incident reviews focused on the effectiveness of escalations and quality of communication.

• Help improve customer communication playbooks and escalation protocols.

⛳️ Requirements

• Bachelor’s degree in a relevant field or equivalent experience.

• At least 8 years of experience supporting enterprise customers during critical incidents or outages.

• Experience in incident management, SRE, technical operations, or technical account management.

• Strong understanding of escalation frameworks and cross-functional coordination.

• Demonstrated experience managing customer-facing escalations and clearly translating technical updates.

• Exceptional communication skills with the ability to remain calm and credible under pressure.

• Strong stakeholder management skills and the capability to eliminate blockers to drive resolution.

• Up to 15% travel may be necessary.

• A valid driver's license and the ability to drive and/or fly to client and other customer locations.

• A personal credit card may be required for business travel expenses during onboarding until a corporate card is provided.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Disability benefits

• 401K

• PTO

• Business travel expenses reimbursed according to program guidelines

• Eligible employees may receive a corporate credit card based on their role and travel requirements