Global Escalation Manager - Technical Support

Gomotive; Pakistan; On-site; PKR 350,000 - 520,000; Full time

Job summary

Motive is seeking an experienced Escalation Manager to join our Global Technical Support team. You will own time-sensitive escalations from intake to closure, provide white-glove service, and communicate clearly with customers and internal stakeholders to steer cases toward timely resolution.

You will collaborate with Engineering, Operations, Technical Support, Customer Success, Sales, and Product to coordinate handoffs, analyze escalation patterns, and drive continuous improvements focused on

Qualifications

• 3+ years of experience in account management, escalation management, or technical support.
• Strong technical knowledge of complex multi-tenant cloud systems.
• Experience coordinating multiple support teams and engineering responsibilities.

Responsibilities

• Own escalated cases from intake through closure, leading analysis and coordination.
• Ensure transparent communication to drive customer satisfaction.
• Coordinate handoffs across the Critical Escalations Center.
• Collaborate with Engineering, Operations, Technical Support, Customer Success, and Sales.
• Lead post-escalation reviews and post-mortems to improve outcomes.
• Identify systemic escalation trends and propose strategic improvements.
• Report progress and risks to stakeholders.

Skills

Account management

Escalation management

Technical support

Customer success

Technical project management

Cloud multi-tenant environments

Education

BS in Computer Science or Engineering

MS in CS or Engineering (preferred)

Tools

ITIL 4

PMP

Lean Six Sigma

Agile/Scrum

Job description

Motive is seeking an experienced Escalation Manager to join our Global Technical Support team. You will own time-sensitive escalations from intake to closure, provide white-glove service, and communicate clearly with customers and internal stakeholders to steer cases toward timely resolution.

You will collaborate with Engineering, Operations, Technical Support, Customer Success, Sales, and Product to coordinate handoffs, analyze escalation patterns, and drive continuous improvements focused on