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. This role involves owning and managing critical escalations, leading incident response calls, and coordinating with various teams to ensure clear communication and timely resolution.

Key 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
• Cook up coordination 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
• Partner with Sales and Customer Success to manage at-risk accounts and renewals
• Track and report on escalation metrics (TTR, SLA, trends)

Required Qualifications

• 8-10+ years of experience in Technical Support, Escalation Management, or Customer Engineering
• 3+ years managing high-severity escalations in enterprise SaaS or cybersecurity environments
• Strong understanding of: Cloud/SaaS architectures, Cybersecurity domains (vulnerability management, compliance, web security, patching), Networking fundamentals (TCP/IP, DNS, firewalls)
• Proven ability to lead under pressure and manage critical incidents
• Excellent communication and stakeholder management skills
• Ability to work across global teams and time zones