Remote Escalation Manager - Tech Support & Security

Ladders; United States; À distance; USD 132 000 - 181 000; Plein temps

Avantages offerts par ce poste

Extended health insurance

Dental insurance

HSA

Life insurance

AD&D

Short-term disability

Travel insurance

Retirement plan with company

Paid holidays and vacation

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer-facing leadership

Information security

Password/key management

Data protection

Excellent communication

Outils

Hardware security modules

Description du poste

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.