Escalation Manager - Technical Support

Canadian Inclusion; Canada; Remote; CAD 132,000 - 181,000; Full time

Benefits offered by this job

Extended Health

Dental Plan

HSA

Life Insurance

AD&D

Short-term Disability

Travel Insurance

Employee Assistance Plan

Well-Being Program

RRSP

TFSA

Paid Holidays

Paid Vacation

Sick Leave

Employee Discounts

Job summary

Thales in Canada is seeking an Escalation Manager – Technical Support for our team. The role focuses on managing escalation activities for high-value accounts within a remote Canada-based setting, supporting customer success and ensuring timely resolution.

You will lead cross-functional efforts, communicate customer needs to internal teams, track performance, and help drive improvements in products and processes.

Qualifications

• 8+ years in a customer-facing technical role
• Experience supporting information security or technology markets
• Strong leadership and influencing skills
• Ability to analyze data and present recommendations

Responsibilities

• Manage all escalation activities for assigned high-value accounts
• Collaborate with cross-functional teams to resolve issues and meet milestones
• Engage with customers to understand issues, plans, and implementation schedules
• Advocate for the customer while aligning with internal teams
• Monitor customer health and report risks to management
• Support renewal and retention initiatives with CSMs

Skills

Customer-facing experience

Leadership

Data analysis

Communication skills

Relationship building

Organizational skills

Travel willingness

Problem solving

Education

Engineering or Computer Science degree

Tools

Key management

Data protection

Encryption

Hardware Security Module

Job description

Escalation Manager - Technical Support (Construction)

Location: Ontario Remote Worker, CanadaThales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

This is remote position in Canada, preferably in the CST or EST time zone

Position Summary

We have a current vacancy for an Escalation Manager – Technical Supportto join our Team in Canada. Escalation Manager – Technical Support is part of the client Services team and is geared towards managing all escalation activities, for assigned high valued customer accounts or accounts nominated by the Thales Customer Success Management team to offer this service. with goals for mutual beneficial outcomes.

Essential Functions

• You will meet regularly with assigned accounts to continually grow and maintain an understanding of the customers' issues, the solution use-case as it evolves over time, and customer implementation schedule and key milestones.
• You will work with customers to develop plans to mitigate delays and resolve issues to support customer implementation schedules.
• You will periodically visit, if possible, your assigned customers to obtain feedback on solution and service performance related to the respective customers
• You will serve as the primary voice of the customer within Thales bringing key customer needs and expectations back into the organization and advocate on the customers' behalf.
• You will engage in and coordinate efforts to provide customer support and solutions by leading cross-functional efforts to ensure customer satisfaction.
• You will attend and support CSM led periodic regional business review meetings, as required, to provide progress on specific customer accounts.
• You will develop, implement, and propose strategies to strengthen account improvements.
• You will execute lessons-learned from customer interactions to ensure issues are fixed promptly and provide feedback across organizational lines to help reduce escalations and improve products and processes going forward.
• You will coordinate with the CSM team to support their maintenance renewal and retention charters.
• You will develop a picture of each customer's health and periodically report out to management to identify customer experience risks and propose internal change to support continuous customer experience improvement.

Minimum Requirements

• Have 8+ years of experience in a customer facing technical role supporting customers in an information security or technology market.
• Hands on experience with widely known products for Key management, Data protection, Encryption and Hardware Security module.
• Be customer satisfaction driven.
• Have strong leadership and influencing skills.
• Track and manage multiple customer product operational based programs from inception to implementation.
• Be able to collect, analyze, present data in support of recommendations.
• Possess the ability to foster working relationships and establish trust across organizational lines both internally and with customers.
• Have excellent written and verbal communication skills.
• Have strong interpersonal skills and customer empathy.
• Be highly organized with an ability to balance multiple projects and escalations in a fast-paced environment.
• Be willing to travel to customer and regional sales sites as needed.

Preferred Qualifications

• Degree in Engineering, Computer Science and or another relevant field of study.
• Database skills (Oracle and MS SQL Server).
• Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage.

The anticipated TTC range for this role is 131,947.00 - 180,613.00 CAD Annual.

We use artificial intelligence–enabled tools as part of our recruitment process to support activities such as candidate discovery, résumé matching, and interview scheduling. These tools may help screen and assess applications and recommend potential matches based on the requirements within the job description. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters. Artificial intelligence does not make hiring decisions on our behalf.

Why Join Us?

Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:

• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.
• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.
• Company paid holidays, vacation days, and paid sick leave.
• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.
• Employee Discounts on home, auto, and gym membership.

Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.

Salary Minimum: 160000Salary Maximum: 160000