Senior Technical Escalation Manager (Post-Sales)

LiveRamp; Little Rock, New York (AR, NY); On-site; USD 107,000 - 141,000; Full time

Benefits offered by this job

Flexible paid time off

Working from home options

Paid parental leave

401K matching

Job summary

LiveRamp is seeking a Technical Customer Escalation Manager to own end‑to‑end management of high‑priority escalations across Support, Product, Engineering, CS, and Sales. This post‑sales role demands structured communication, sound judgment under pressure, and coordination across multiple teams to drive timely resolution.

The role requires on‑call availability and a track record of managing complex, multi‑stakeholder issues, with a focus on preventing recurrence through root‑cause documentation

Qualifications

• Bachelor’s and/or Master’s in a technical discipline (CS, Tech, Eng, Math) or related field.
• 5+ years in technical support, escalation management, incident management, or post‑sales tech environment.
• Ability to manage complex, multi‑stakeholder situations under pressure with clear ownership.
• Translate technical details into executive‑ready language for leadership and customers.
• Structured communicator: concise updates, clear owners, explicit timelines.

Responsibilities

• Own end‑to‑end lifecycle of high‑priority escalations from intake to resolution and review.
• Establish ownership, track actions, surface blockers, and enforce timelines.
• Create executive‑ready status updates translating technical detail to concise summaries.
• Lead escalation cadence calls and cross‑functional syncs across Support, Engineering, Product, CS, and Sales.
• Maintain escalation hygiene with current tickets, trackers, and communications.

Skills

Escalation management

Incident management

Executive updates

Cross-functional collaboration

SaaS APIs

Project management

On-call readiness

Education

Bachelor’s or Master’s in technical field

Tools

Salesforce Service Cloud

Zendesk

JIRA

PagerDuty

Job description

LiveRamp is seeking a Technical Customer Escalation Manager to own end‑to‑end management of high‑priority escalations across Support, Product, Engineering, CS, and Sales. This post‑sales role demands structured communication, sound judgment under pressure, and coordination across multiple teams to drive timely resolution.

The role requires on‑call availability and a track record of managing complex, multi‑stakeholder issues, with a focus on preventing recurrence through root‑cause documentation