Senior Technical Escalation Lead - Remote Canada

Remote; San Francisco (CA); Remote; USD 94,000 - 129,000; Full time

Benefits offered by this job

Fully remote in Canada

Health benefits

Dental coverage

Life insurance

Retirement plan

Job summary

Remote is seeking an Escalation Manager – Technical Support based in Canada to lead complex customer escalations for high-value enterprise accounts. In this remote role, you will coordinate cross-functional teams to resolve critical technical issues, advocate for customers, and monitor account health to drive service improvements.

Strong leadership in information security, data protection, and encryption is essential, with travel as required to client sites and regional sales locations.

Qualifications

• Eight+ years in a customer-facing technical role in tech/security.
• Experience with data protection, encryption, and key management.
• Proven ability to lead cross-functional teams without direct authority.

Responsibilities

• Manage escalations for high-value accounts to ensure stability.
• Lead customer meetings to understand needs and timelines.
• Coordinate teams to resolve issues and implement solutions.
• Advocate for customers and communicate risks to management.
• Track account health and drive improvement actions.
• Support renewals and long-term relationships.

Skills

Customer escalation leadership

Stakeholder management

Cross-functional coordination

Information security

Relationship management

Data analysis

Communication skills

Travel readiness

Education

Engineering/CS degree

Tools

HSMs

Public cloud basics

Job description

Remote is seeking an Escalation Manager – Technical Support based in Canada to lead complex customer escalations for high-value enterprise accounts. In this remote role, you will coordinate cross-functional teams to resolve critical technical issues, advocate for customers, and monitor account health to drive service improvements.

Strong leadership in information security, data protection, and encryption is essential, with travel as required to client sites and regional sales locations.