Remote Escalation Lead - Technical Support (Security)

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

Benefits offered by this job

Extended Health & Dental

RRSP & TFSA match

Holidays & vacation

Life Insurance

Employee Discounts

Job summary

Thales Group is seeking an Escalation Manager – Technical Support for a remote Canada-based role. You will manage escalations across high-value accounts, serving as the primary voice of the customer to ensure optimal performance and steady operations of Thales products and services.

You will lead cross-functional teams, coordinate with CSM, and drive customer satisfaction, renewal strategies, and continuous improvement across the customer lifecycle.

Qualifications

• 8+ years in a customer facing technical role in information security or tech markets.
• Hands-on experience with Key management, Data protection, Encryption and HSM.
• Customer satisfaction driven with strong leadership and influence.
• Able to track and manage multiple customer programs end-to-end.
• Strong data collection, analysis and presentation for recommendations.
• Ability to foster relationships and build trust across teams and customers.
• Excellent written and verbal communication and interpersonal skills.
• Highly organized with ability to balance multiple projects and escalations.
• Willing to travel to customer and regional sites as needed.

Responsibilities

• Meet with accounts regularly to understand issues, use-cases, and milestones.
• Develop plans with customers to mitigate delays and support implementation.
• Visit customers when possible to gather feedback on solution and service.
• Advocate for the customer voice within Thales and align with expectations.
• Lead cross-functional efforts to provide customer support and solutions.
• Attend and support CSM-led regional business reviews with progress updates.
• Develop and propose strategies to improve account performance.
• Capture lessons learned and drive improvements to reduce escalations.
• Coordinate with CSM to support maintenance renewals and retention.
• Report customer health and risks to management for continuous improvement.

Skills

Customer facing role

Leadership

Relationship building

Travel readiness

Communication skills

Data analysis

Problem solving

Cross-functional collaboration

Education

Engineering degree

Computer Science degree

Tools

Oracle

MS SQL Server

Job description

Thales Group is seeking an Escalation Manager – Technical Support for a remote Canada-based role. You will manage escalations across high-value accounts, serving as the primary voice of the customer to ensure optimal performance and steady operations of Thales products and services.

You will lead cross-functional teams, coordinate with CSM, and drive customer satisfaction, renewal strategies, and continuous improvement across the customer lifecycle.