Technical Coordinator

Qad; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global technology company is seeking an Escalations Manager to lead technical escalations for high-impact accounts. This fully remote role requires over 5 years of experience in escalation management, alongside strong expertise in ERP architecture and effective communication skills. The ideal candidate will develop stabilization plans, coordinate between teams, and proactively resolve issues. The company offers a collaborative culture and supports work-life balance through various programs.

Servicios

Health and wellness programs

Flexible work-life balance opportunities

Collaborative company culture

Formación

• 5+ years in enterprise technical escalation management or critical response roles.
• Strong technical background in ERP application architecture.
• Proven ability to manage multiple high-priority issues simultaneously.

Responsabilidades

• Act as the primary escalation lead for high-impact accounts.
• Develop and execute account-level stabilization plans.
• Coordinate Support, Engineering, and Product teams to remove blockers.

Conocimientos

Technical escalation management

ERP architecture knowledge

System integrations

Infrastructure troubleshooting

Proficiency in Unix/Windows

Database tasks knowledge

Multi-priority issue coordination

Educación

Bachelor's degree in IT or Computer Science

Descripción del empleo

Location

Remote in Mexico City

Role Type

Full-Time, Individual Contributor

Title

Escalations Manager / Principal Customer Response Manager (CRM)

Responsibilities

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.

Qualifications

• ~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.