Technical Coordinator

Qad; A distancia; MXN 1,437,000 - 1,797,000; Jornada completa

Descripción de la vacante

A leading SaaS company seeks an Escalations Manager to oversee critical customer accounts. In this fully remote role based in Mexico, you will manage high-impact issues and lead resolution strategies using your ERP expertise. The ideal candidate has over 5 years of experience in technical escalation management and a strong background in IT. This company values collaboration and offers a supportive culture focused on growth and work-life balance. Compensation is based on experience and skills.

Servicios

Healthy work-life balance programs

Opportunity to join a growing business

Formación

• 5+ years in enterprise technical escalation management or critical response roles, ideally within a SaaS or ERP environment.
• Proven ability to coordinate multiple high-priority issues simultaneously under pressure.

Responsabilidades

• Act as the primary escalation lead for high-impact accounts, managing issues from onset through stabilization.
• Develop and execute account-level stabilization plans.
• Proactively identify systemic issues and drive permanent resolution.

Conocimientos

Enterprise technical escalation management

ERP application architecture

System integrations

Infrastructure troubleshooting

Operating systems troubleshooting (Unix / Windows)

Database tasks (e.g., Progress DBA, SQL)

Educación

Bachelor’s degree in IT, Computer Science, or equivalent experience

Descripción del empleo

Location & Role Type

Remote in Mexico City | Full‑time, Individual Contributor

Are you a highly technical leader who thrives under pressure and can drive resolution for the most critical enterprise escalations?

About the Role

We are seeking an Escalations Manager / Principal Customer Response Manager (CRM) to be the single point of accountability for high‑risk customer accounts, ensuring rapid stabilization and resolution.

What You’ll Do

• Own the Crisis: Act as the primary escalation lead for high‑impact accounts, managing issues from onset through stabilization and closure with urgency and structure.
• Drive Resolution: Develop and execute account‑level stabilization plans.
• Proactively identify systemic issues and drive permanent resolution with key stakeholders.
• Technical Governance: Leverage deep expertise in ERP Architecture (e.g., SAP, Oracle, Dynamics) and SaaS infrastructure to guide resolution strategies, challenge proposed fixes, and hold technical teams (Engineering, Cloud Ops) accountable.
• Cross‑Functional Leadership: Coordinate and align Support, Engineering, and Product teams to remove technical blockers and accelerate timelines.
• You will lead without formal authority.
• Communicate & Influence: Deliver clear, structured, and timely communications on status, risks, and next steps to internal executive stakeholders and customers.

What You’ll Bring

• 5+ years in enterprise technical escalation management or critical response roles, ideally within a SaaS or ERP environment.
• Strong technical background in ERP application architecture, system integrations, and infrastructure troubleshooting.
• Proficiency in troubleshooting operating systems (Unix / Windows), networking, and working knowledge of database tasks (e.g., Progress DBA, SQL).
• Proven ability to coordinate multiple high‑priority issues simultaneously under pressure.
• Bachelor’s degree in IT, Computer Science, or equivalent experience.

Additional Information

This role is fully remote in Mexico City. Your health and well‑being are important to us at QAD.

We provide programs that help you strike a healthy work‑life balance.

Opportunity to join a growing business, launching into its next phase of expansion and transformation.

Collaborative culture of smart and hard‑working people who support one another to get the job done.

An atmosphere of growth and opportunity, where idea‑sharing is always prioritized over level or hierarchy.

Compensation packages based on experience and desired skill set.