Technical Customer Escalation Manager

LiveRamp is the data collaboration platform of choice for the world’s most innovative companies. A groundbreaking leader in consumer privacy, data ethics, and foundational identity, LiveRamp sets the new standard for building a connected customer view with unmatched clarity and context while protecting brand and consumer trust. LiveRamp offers complete flexibility to collaborate wherever data lives, supporting a wide range of data collaboration use cases within organizations, between brands, and across its global network of partners.

About the role

The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global Customer Support organization. This person owns the end-to-end management of complex, high-priority customer escalations—driving clarity, accountability, and resolution across Support, Product, Engineering, Customer Success, and executive stakeholders. This post-sales, technically grounded role requires structured communication, sound judgment under pressure, and the ability to move multiple teams toward a shared outcome when it matters most.

Responsibilities

• Own the full lifecycle of high-priority customer escalations—from intake and triage through active management, resolution, and post-escalation review—serving as the single operational point of coordination.
• Drive urgency and accountability across internal teams by establishing clear issue ownership, tracking action items, surfacing blockers proactively, and holding teams to committed timelines.
• Develop and deliver executive-ready status updates that translate complex technical details into concise, accurate summaries for internal leadership and customer-facing stakeholders.
• Facilitate escalation cadence calls and cross-functional syncs, aligning Support, Engineering, Product, Customer Success, and Sales around issue status, risk, and next steps.
• Maintain disciplined escalation hygiene: keep tickets, trackers, and communication threads current, accurate, and audit-ready throughout the lifecycle of each escalation.
• Author clear resolution statements, root cause summaries, and path-forward documentation—capturing what happened, why it happened, how it was resolved, and how recurrence will be prevented.
• Partner with Customer Success and Support leadership to identify at-risk customers, communicate escalation status proactively, and protect customer trust throughout high-stakes situations.
• Identify escalation trends and recurring themes through ongoing analysis, and translate those findings into actionable recommendations for process, workflow, or product improvements.
• Build and refine escalation playbooks, communication templates, and operating standards that improve consistency, reduce time-to-clarity, and strengthen stakeholder alignment across the function.
• Track and report on key escalation metrics—including time-to-acknowledge, time-to-resolution, escalation volume, and repeat issue rates—and use that data to drive continuous improvement.
• Serve as part of the escalation on-call rotation for P0 and high-severity customer-impacting issues, driving initial triage, executive-ready communications, action tracking, and cross-functional coordination until the issue is stabilized or resolved.

What success looks like

• At 6 months: Actively managing open escalations with clear communication, defined owners, and disciplined follow-through. Stakeholders know what to expect and when.
• At 12 months: Identifying trends across escalations, improving workflows, and strengthening cross-functional processes so escalations resolve faster and with less friction.
• At 18 months: Helping scale the escalation management function—improving reporting, reducing repeat issues through operational improvements, and contributing to a more proactive support posture.

Your team

The Global Customer Support team resolves complex, post-sales technical issues for LiveRamp's enterprise customers and partners worldwide. The team works directly with customers on integration challenges, data workflow failures, platform-level incidents, and implementation issues that require deep technical engagement and coordinated response. As a Technical Customer Escalation Manager, you'll be embedded in this team and work closely with Support leadership, Customer Success, Engineering, and Product to ensure high-priority issues receive focused, structured attention.

Requirements

• Bachelor's and/or Master's degree in a technical discipline (Computer Science, Technology, Engineering, Math) or other quantitative field.
• 5+ years of experience in technical support, escalation management, incident management, technical account management, customer success operations, or a related post-sales technical environment.
• Demonstrated ability to manage complex, multi-stakeholder situations under pressure—with a track record of establishing clear ownership and driving teams toward resolution.
• Able to translate technical details (API failures, data pipeline issues, integration errors, platform outages) into clear, accurate, executive-ready language without losing credibility with technical audiences.
• Structured and precise communicator: written updates are concise, action items have owners, timelines are explicit, and nothing falls through the cracks.
• Comfortable operating in ambiguous, fast-moving situations; able to establish a working plan and adjust as new information surfaces.
• Familiar enough with SaaS platforms, APIs, data workflows, or enterprise software environments to ask strong diagnostic questions and engage credibly with engineering teams—without needing to be a software engineer.
• Experienced working across functions—including Engineering, Product, Customer Success, and Sales—and skilled at managing competing priorities without losing sight of customer impact.
• Sound judgment about when to escalate, when to hold steady, and when to loop in executive stakeholders.
• Ability and availability to be on call on weeknights and weekends.
• Strong project management skills in a SaaS environment, including keeping escalations within scope, managing timelines and dependencies, and maintaining a clear critical path across agile Product, Engineering, Support, and Customer Success teams.

Preferred Skills

• Experience with support ticketing or escalation management tools such as Salesforce Service Cloud, Zendesk, JIRA, PagerDuty, or equivalent platforms.
• Familiarity with data connectivity, identity resolution, AdTech, MarTech, or data collaboration ecosystems.
• Experience building or refining escalation playbooks, runbooks, post-mortem frameworks, or similar operational documentation.
• Background in technical program management, support engineering, or site reliability adjacent roles.
• Exposure to enterprise SLA management, customer communication frameworks, or support operations at scale.
• Project management certification (PMP) or process improvement training (Lean Six Sigma) is a plus.

Pay

The approximate annual base compensation range is $106,500 to $140,500. The actual offer, reflecting the total compensation package and benefits, will be determined by factors including the applicant's experience, knowledge, skills, abilities, geography, and internal equity.

Benefits

• People: Work with talented, collaborative, and friendly people who love what they do.
• Fun: In-person and virtual events such as game nights, happy hours, camping trips, and sports leagues.
• Work/Life Harmony: Flexible paid time off, paid holidays, options for working from home, and paid parental leave.
• Comprehensive Benefits Package: Medical, dental, vision, life and disability insurance, an employee assistance program, voluntary benefits, and perks programs for a healthy lifestyle, career growth, and more.
• Savings: 401K matching plan—1:1 match up to 6% of salary.