Technical Escalations Manager

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

Descripción de la vacante

A global technology firm is seeking a Remote Technical Escalation Manager to oversee critical enterprise accounts. This role involves leading high-impact escalations, developing stabilization plans, and collaborating with various teams. The ideal candidate has over 5 years of experience in SaaS or ERP environments, with strong technical skills in ERP architecture and systems troubleshooting. Candidates must be able to manage multiple urgent issues simultaneously in a fast-paced environment.

Servicios

Health and wellness programs

Support for work-life balance

Opportunity for growth and transformation

Formación

• 5+ years in enterprise technical escalation management or critical response roles.
• Proficient in troubleshooting operating systems and networking.
• 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.
• Identify systemic issues and drive permanent resolution.

Conocimientos

Technical escalation management

ERP application architecture

Systems integrations

Infrastructure troubleshooting

Unix/Windows operating systems

Networking

Database management

Educación

Bachelor's degree in IT or Computer Science

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?

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.