Technical Support Escalation Manager

Job Description

• Manage all escalated issues effectively and in alignment with customers' expectations • Coordinate with support engineers and sustaining engineers for swift issue resolution • Keep customers informed about progress of escalated cases • Manage high-pressure situations with composure • Maintain up-to-date status on active escalations • Analyze completed escalations to identify root causes and areas for improvement • Prepare and present escalation status reports • Serve as the advocate for customers within the organization • Collaborate with cross-functional teams to refine and improve escalation management processes

Qualifications

• 8+ years of experience in a technical customer-facing role, preferably in technical support or customer support • Demonstrated ability to motivate and lead teams through challenging situations • Solid understanding of software products and systems • Excellent written and verbal communication skills • Strong analytical and problem-solving skills • Passion for customer success and satisfaction • Proficiency in collecting and analyzing data • Ability to adapt to a fast-paced, rapidly evolving environment

Benefits

• Health, dental, vision, short-term disability, and life insurance • Paid holidays and paid time off • Fertility treatment benefit • 401(k) and equity • Eligibility for a discretionary company-wide bonus