Technical Escalations Manager

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

Descripción de la vacante

A leading technology company is looking for an Escalations Manager to manage high-risk customer accounts from resolution to stabilization. The candidate should have over 5 years of experience in technical escalation management, particularly within SaaS or ERP environments. This fully remote role requires strong expertise in ERP architecture and the ability to coordinate multiple high-priority issues under pressure. The company promotes a supportive culture and emphasizes work-life balance.

Servicios

Programs for work-life balance

Collaborative culture

Opportunities for growth

Formación

• 5+ years in enterprise technical escalation management or critical response roles.
• Strong technical background in ERP and SaaS environments.
• Proficiency in Unix/Windows and database tasks like SQL.

Responsabilidades

• Act as the primary escalation lead for high-impact accounts.
• Develop account-level stabilization plans and drive resolution.
• Coordinate teams to remove technical blockers.

Conocimientos

Technical escalation management

ERP application architecture

System integrations

Troubleshooting operating systems

Networking

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? We are seeking a 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.