Remote Enterprise Escalation Lead – Tech Support

Jobgether; United States; Remote; USD 94,000 - 129,000; Full time

Benefits offered by this job

Fully remote work arrangement within (

Job summary

Jobgether is representing a partner company seeking an Escalation Manager – Technical Support based in Canada. The role is fully remote and focuses on managing complex customer escalations, coordinating cross-functional teams, and safeguarding service delivery for high-value enterprise accounts.

You will advocate for customers, monitor account health, drive improvements, and collaborate with success and technical teams to resolve issues and optimize outcomes.

Qualifications

• Eight+ years in a customer-facing technical role within information security or tech.
• Hands-on experience with key management, data protection, encryption, and HSMs.
• Strong customer service orientation and outcomes focus.
• Proven leadership to coordinate cross-functional teams and drive resolutions.
• Experience managing multiple customer-facing programs from planning to delivery.
• Ability to analyze data, identify risks, and drive improvements.
• Excellent relationship-building and communication skills.
• Willingness to travel to customer sites as needed; remote work from Canada.

Responsibilities

• Manage technical support relationships and escalations for high-value accounts.
• Lead regular customer meetings to understand needs, milestones, and use cases.
• Collaborate on mitigation plans, resolve issues, and support deployments.
• Advocate for customers internally and communicate priorities clearly.
• Coordinate cross-functional teams to investigate escalations and fix issues.
• Support regional business reviews with updates and progress on improvements.
• Develop strategies to strengthen account health and reduce recurring issues.
• Capture lessons learned and share feedback across teams to improve products and processes.
• Assist with renewals, retention, and long-term account relationships.
• Assess customer health and report risks and recommendations to management.
• Visit customer locations and regional sales sites as needed.

Skills

Leadership

Cross-functional coordination

Customer empathy

Data analysis

Communication

Information security

Travel readiness

Remote work (Canada)

Education

Engineering or Computer Science degree

Tools

Oracle

SQL Server

AWS

Azure

VMware vCloud Air

HSMs

Job description

Jobgether is representing a partner company seeking an Escalation Manager – Technical Support based in Canada. The role is fully remote and focuses on managing complex customer escalations, coordinating cross-functional teams, and safeguarding service delivery for high-value enterprise accounts.

You will advocate for customers, monitor account health, drive improvements, and collaborate with success and technical teams to resolve issues and optimize outcomes.