Technical Support Escalations Manager

About the role

For our client, we are seeking a Technical Support Escalations Manager to join the team of a leader in the Manufacturing & Automotive space. This role will lead technical initiatives focused on scalable systems, platform reliability, and meaningful business transformation. You will work across engineering, product, operations, and business stakeholders to translate complex requirements into practical technology solutions. The position offers the opportunity to influence architecture, execution quality, and the technology capabilities that enable long-term growth within a manufacturing environment.

Responsibilities

• Serve as the primary point of contact for escalated incidents with customers
• Deliver structured and confidence-building updates tailored to customers
• Manage customer expectations regarding timelines and impacts
• Field inbound customer questions to allow technical responses to proceed uninterrupted
• Maintain professionalism during high-pressure interactions with customers
• Engage and unblock appropriate internal teams throughout the incident lifecycle
• Drive escalation paths when progress stalls or further authority is needed

Qualifications

• Bachelor's degree in a related field or equivalent experience
• 8+ years supporting enterprise customers during critical incidents
• Experience in incident management, SRE, technical operations, or technical account management
• Strong knowledge of escalation frameworks and cross-functional coordination
• Proven track record in managing customer-facing escalations and providing clear technical updates
• Excellent communication skills, especially under pressure
• Strong ability to manage stakeholders and remove blockers

Benefits

• Medical, dental, and vision insurance
• Disability benefits
• Retirement plan with 401K
• Paid time off (PTO)
• Flexible work environment with potential for remote work