Technical Escalation Manager

About the role

We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the primary owner of critical escalations, driving rapid resolution of complex technical problems while ensuring clear communication with enterprise customers and internal stakeholders. You will work closely with Support, Engineering, Product, and Customer Success teams to manage escalations end-to-end, improve processes, and enhance overall customer experience.

Responsibilities

• Own and manage critical (Severity 1 & 2) customer escalations
• Lead incident response calls (war rooms/bridge calls) with cross-functional teams
• Act as the single point of contact for escalated customers
• Drive timely resolution with clear ownership, timelines, and accountability
• Provide regular technical status updates to customers and internal leadership
• Coordinate with Engineering and Product teams for bug fixes and feature gaps
• Translate technical issues into business impact for executive stakeholders
• Ensure Root Cause Analysis (RCA) is completed for all major incidents
• Identify and drive improvements in: Escalation processes
• Knowledge base and troubleshooting playbooks
• Support readiness and training

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Company Intel

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