Technical Escalations Manager

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

Descripción de la vacante

A leading software company is looking for an Escalations Manager / Principal Customer Response Manager in Mexico City. This remote role requires a technical leader to drive resolutions for critical customer accounts, utilizing expertise in ERP systems and SaaS infrastructure. Candidates should have a substantial background in technical escalation management, strong problem-solving skills, and the ability to manage multiple priorities under pressure. An opportunity to join a collaborative culture that values growth and work-life balance is offered.

Servicios

Programs for healthy work-life balance

Collaborative culture

Growth and opportunity atmosphere

Formación

• 5+ years in enterprise technical escalation management or critical response roles.
• Strong technical background in ERP application architecture and system integrations.
• Proficiency in troubleshooting operating systems (Unix / Windows) and basic database tasks.

Responsabilidades

• Act as primary escalation lead for high-impact accounts, managing issues from onset through stabilization.
• Develop and execute account-level stabilization plans to resolve issues.
• Coordinate cross-functional teams to remove technical blockers and accelerate resolutions.

Conocimientos

Enterprise technical escalation management

ERP application architecture

Infrastructure troubleshooting

Operating systems troubleshooting

Networking

Educación

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

Descripción del empleo

Location: Remote in Mexico City | Role Type: Full-Time, Individual Contributor

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