Cybersecurity Technical Escalation Lead

Qualys; Raleigh (NC); On-site; USD 100,000 - 130,000; Full time

Job summary

Qualys is seeking an experienced Technical Escalation Manager in Raleigh, North Carolina to lead the resolution of high-impact customer issues within their cybersecurity platform. You'll be the primary owner of critical escalations, driving rapid resolution of complex technical problems while ensuring clear communication with enterprise customers.

Your responsibilities include managing Severity 1 & 2 escalations, leading incident response calls, and coordinating with engineering and product teams. Candidates should have 8-10 years of experience in technical support or escalation management, along with strong communication skills and a solid understanding of cybersecurity domains.

Qualifications

• 8-10+ years of experience in Technical Support, Escalation Management, or Customer Engineering.
• 3+ years managing high-severity escalations in enterprise SaaS or cybersecurity environments.
• Strong understanding of Cloud/SaaS architectures and cybersecurity domains.

Responsibilities

• Own and manage critical (Severity 1 & 2) customer escalations.
• Lead incident response calls with cross-functional teams.
• Act as the single point of contact for escalated customers.

Skills

Technical Support

Escalation Management

Customer Engineering

Cloud/SaaS architectures

Cybersecurity domains

Networking fundamentals

Job description

Qualys is seeking an experienced Technical Escalation Manager in Raleigh, North Carolina to lead the resolution of high-impact customer issues within their cybersecurity platform. You'll be the primary owner of critical escalations, driving rapid resolution of complex technical problems while ensuring clear communication with enterprise customers.

Your responsibilities include managing Severity 1 & 2 escalations, leading incident response calls, and coordinating with engineering and product teams. Candidates should have 8-10 years of experience in technical support or escalation management, along with strong communication skills and a solid understanding of cybersecurity domains.