Senior Technical Escalation Manager

Job Summary

A company is looking for a Sr. Technical Escalation Manager.

Key Responsibilities

• Manage escalations by serving as the primary contact for identifying and resolving technical issues
• Demonstrate in-depth product knowledge to guide customers in leveraging the platform effectively
• Proactively monitor account health and collaborate with internal teams to enhance customer satisfaction and retention

Required Qualifications

• Minimum five years of experience in Technical Support, Technical Services, or Escalation Management
• At least three years in roles related to Customer Success or Technical Account Management in complex systems
• Strong technical background in enterprise software applications
• Ability to work in high-pressure environments while maintaining composure
• Willingness to work in shifts to accommodate global customer needs