Global Technical Escalation Lead

LiveRamp; Washington; On-site; USD 120,000 - 180,000; Full time

Job summary

LiveRamp seeks a Technical Customer Escalation Manager to own the end-to-end management of high-priority escalations across Support, Product, Engineering, and Customer Success. This post-sales role requires structured communication, sound judgment under pressure, and the ability to coordinate multiple teams toward a shared outcome.

You will develop escalation playbooks, executive updates, and clear resolution statements, while monitoring metrics to drive continuous improvement and protect

Responsibilities

• Own the full lifecycle of high-priority customer escalations from intake to resolution and post-escalation review.
• Drive urgency and accountability across internal teams by clear ownership, action tracking, and proactive blockers management.
• Develop and deliver executive-ready status updates translating technical details for leadership and customers.
• Facilitate escalation cadence calls and cross-functional syncs across Support, Engineering, Product, Customer Success, and Sales.
• Maintain escalation hygiene: up-to-date tickets, trackers, and communications across the lifecycle.
• Author clear resolution statements, root cause analyses, and path-forward documentation to prevent recurrence.

Job description

LiveRamp seeks a Technical Customer Escalation Manager to own the end-to-end management of high-priority escalations across Support, Product, Engineering, and Customer Success. This post-sales role requires structured communication, sound judgment under pressure, and the ability to coordinate multiple teams toward a shared outcome.

You will develop escalation playbooks, executive updates, and clear resolution statements, while monitoring metrics to drive continuous improvement and protect