Escalations Manager, Technical Support
$97,000–$123,000 year
On-site · San Diego, California, United States
Job Summary
The Escalations Manager, Technical Support is responsible for owning high-severity customer escalations and ensuring clear communication with customers during critical situations. This role drives coordinated responses across multiple teams, translates technical inputs for customer communication, and implements escalation standards including severity thresholds and closure requirements. Required qualifications include 6+ years in technical support or related fields, strong technical fluency, proven management of high-impact issues, and exceptional communication skills. This is a senior individual-contributor position that does not involve direct people management.
Required Qualifications
- 6+ years in technical support, customer escalations, TAM, or related roles in complex technical environments
- Proven experience managing high-impact customer issues with sound judgment and calm execution
- Demonstrated ability to coordinate cross-functional efforts and drive alignment across teams
- Calm, composed, and effective in high-pressure customer situations, with strong judgment around when to escalate, when to push, and how to de-escalate.
Desired Qualifications
- Strong technical fluency across platforms, devices, APIs, and integrations
- Experience authoring post-incident communications or RCA documents for internal and external audiences
- Strong operational mindset, with comfort building frameworks, dashboards, and escalation standards
- Exceptional written and verbal communication skills, including the ability to present clearly to executives and customers.
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