Escalation Manager - Technical Support (Fully Remote)

Confidential; United States; Remote; USD 86,000 - 121,000; Full time

Benefits offered by this job

Health benefits

Dental coverage

Health Spending Account

RRSP matching

Job summary

Confidential, a technology organization focused on information security, key management and data protection, seeks a senior customer advocate for enterprise accounts. You will lead cross‑functional teams, address technical challenges, and ensure customer operations stay stable during deployments from a remote Canada base.

With 8+ years in a customer‑facing technical role, you will manage escalations, monitor account health, and report recommendations to management, while aligning solutions with

Qualifications

• Eight or more 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 communication, relationship-building, and organizational skills.

Responsibilities

• Act as the primary customer advocate for assigned enterprise accounts.
• Ensure technical challenges are addressed efficiently and customer operations remain stable.
• Coordinate cross-functional teams to resolve critical escalations and manage implementation risks.
• Conduct regular customer meetings to understand evolving business needs and technical challenges.
• Develop mitigation plans and support successful implementation of technical solutions.
• Track account health, identify risks, and report recommendations to management.

Skills

Enterprise accounts

Information security

Key management

Data protection

Encryption

HSM

Job description

• Act as the primary customer advocate for assigned enterprise accounts.
• Ensure technical challenges are addressed efficiently and customer operations remain stable.
• Coordinate cross-functional teams to resolve critical escalations and manage implementation risks.

Key Responsibilities:

• Conduct regular customer meetings to understand evolving business needs and technical challenges.
• Develop mitigation plans and support successful implementation of technical solutions.
• Track account health, identify risks, and report recommendations to management.

Requirements:

• Eight or more 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 communication, relationship-building, and organizational skills.
• Company-paid health, dental, and health spending account.
• Retirement savings plans with company contributions and matching.
• Fully remote work arrangement within Canada.

Confidential

The company is a technology organization focused on information security, key management, and data protection solutions. It operates with a remote-first culture that values customer satisfaction, cross-functional collaboration, and continuous improvement.