Senior Escalation Manager - Technical Support Remote Canada

Thales Canada; Quebec; Hybrid; CAD 132,000 - 181,000; Full time

Benefits offered by this job

Extended Health

Dental

HSA

Life Insurance

AD&D

Long-Term Disability

RRSP/DCPP/TFSA match

Paid holidays & vacation

Job summary

Thales Canada is seeking an Escalation Manager - Technical Support to lead escalation activities for key customer accounts in a remote Canada role. You will partner with Customer Success Management to advocate for customers, coordinate cross-functional efforts, and drive improvements across products and processes.

You will influence customer satisfaction by developing plans, reporting on health, and supporting renewal initiatives while balancing timelines and global security considerations.

Qualifications

• 8+ years in a customer-facing technical role supporting customers in information security or technology market.
• Hands-on experience with key management, data protection, encryption and hardware security module products.
• Degree in Engineering or Computer Science or related field preferred.

Responsibilities

• Meet with assigned accounts to understand issues, use-cases, implementation schedule and milestones.
• Develop plans with customers to mitigate delays and resolve issues.
• Periodic visits to customers to gather feedback on solution and service performance.

Skills

Leadership

Customer empathy

Communication

Multi-project management

Travel readiness

Education

Engineering or Computer Science degree

Tools

Key management products

Data protection / Encryption / HSM

Public cloud platforms (AWS/Azure)

Job description

Thales Canada is seeking an Escalation Manager - Technical Support to lead escalation activities for key customer accounts in a remote Canada role. You will partner with Customer Success Management to advocate for customers, coordinate cross-functional efforts, and drive improvements across products and processes.

You will influence customer satisfaction by developing plans, reporting on health, and supporting renewal initiatives while balancing timelines and global security considerations.