Escalation Manager - Technical Support

Ladders; United States; Remote; USD 132,000 - 181,000; Full time

Benefits offered by this job

Extended health insurance

Dental insurance

HSA

Life insurance

AD&D

Short-term disability

Travel insurance

Retirement plan with company

Paid holidays and vacation

Job summary

Ladders is seeking an Escalation Manager - Technical Support for a remote role with a leading Aerospace & Defense client. You will act as the primary voice of the customer, coordinating with internal teams to resolve complex security and tech issues while maintaining accountability and customer confidence.

In this cross-functional position, you will drive issue resolution, improve account performance, and support successful delivery outcomes across stakeholders.

Qualifications

• 8+ years in a customer-facing technical role in information security or technology.
• Hands-on experience with key management, data protection, encryption, and hardware security modules.
• Strong leadership and influencing skills.
• Ability to manage multiple operational programs from inception to implementation.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and customer empathy.
• Highly organized with the ability to balance multiple projects in a fast-paced environment.

Responsibilities

• Meet regularly with assigned accounts to understand customer issues and implementation schedules.
• Develop plans with customers to mitigate delays and resolve issues.
• Periodically visit customers to gather feedback on solution performance.
• Serve as the primary voice of the customer within the organization.
• Lead cross-functional efforts to ensure customer satisfaction.
• Attend regional business review meetings to provide account progress updates.
• Develop and propose strategies for account improvements.

Skills

Customer-facing leadership

Information security

Password/key management

Data protection

Excellent communication

Tools

Hardware security modules

Job description

For our client, we are seeking a Escalation Manager - Technical Support to join the team of a leader in the Aerospace & Defense space.

This role will serve as a key liaison between customers and internal teams, ensuring technical support issues are managed with urgency, clarity, and accountability. The Escalation Manager will focus on resolving complex customer challenges related to information security and technology implementations, while helping maintain strong customer confidence. In this highly cross-functional position, you will coordinate with stakeholders across the organization to drive issue resolution, improve account performance, and support successful delivery outcomes.

Location: Remote

Compensation: $131,947 – $180,613 annually

Responsibilities

• Meet regularly with assigned accounts to understand customer issues and implementation schedules
• Develop plans with customers to mitigate delays and resolve issues
• Periodically visit customers to gather feedback on solution performance
• Serve as the primary voice of the customer within the organization
• Lead cross-functional efforts to ensure customer satisfaction
• Attend regional business review meetings to provide account progress updates
• Develop and propose strategies for account improvements

Qualifications

• 8+ years in a customer-facing technical role in information security or technology
• Hands-on experience with key management, data protection, encryption, and hardware security modules
• Strong leadership and influencing skills
• Ability to manage multiple operational programs from inception to implementation
• Excellent written and verbal communication skills
• Strong interpersonal skills and customer empathy
• Highly organized with the ability to balance multiple projects in a fast-paced environment

Benefits

• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, and travel insurance
• Retirement Savings Plans with company contributions and no vesting period
• Paid holidays, vacation days, and sick leave
• Voluntary Life, AD&D, Critical Illness, and Long-Term Disability options
• Employee Discounts on home, auto, and gym memberships

Our client is an equal opportunity employer. We encourage you to apply even if you don't meet every qualification - your background could be exactly what this team needs.