Technical Customer Escalation Manager

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

Benefits offered by this job

Flexible PTO

Work from home

Paid holidays

Parental leave

Job summary

LiveRamp’s Global Customer Support team seeks a Technical Customer Escalation Manager to own end-to-end management of high-priority escalations—driving clarity, accountability, and resolution across Support, Product, Engineering, Customer Success, and Sales.

This post‑sales, technically grounded role demands structured communication, sound judgment under pressure, on-call availability, and the ability to coordinate multiple teams toward a shared outcome while building escalation playbooks,

Qualifications

• Bachelor's or Master's in a technical field.
• 5+ years in technical support, escalation or incident management.
• Ability to lead multi-stakeholder situations.
• Translate technical details into executive-ready language.
• Structured communicator with explicit timelines.
• Comfort in fast-moving, ambiguous environments.
• Experience with Engineering, Product, CS, and Sales.
• Willing to be on-call for weeknights and weekends.
• Strong project management in a SaaS environment.

Responsibilities

• Own end-to-end management of high-priority escalations across teams.
• Coordinate across Support, Engineering, Product, CS, and Sales.
• Develop executive-ready status updates for leadership.
• Facilitate escalation cadence calls and cross-functional syncs.
• Maintain escalation hygiene: tickets, trackers, and threads.
• Author resolution statements, root cause analyses, and post-mortems.
• Identify at-risk customers and protect trust during high-stakes issues.
• Identify escalation trends and translate into process/product improvements.
• Build and refine escalation playbooks and templates.
• Track key escalation metrics and drive continuous improvement.
• On-call rotation for P0 and high-severity incidents.

Skills

Escalation management

Cross-functional leadership

Executive communication

Project management

SaaS familiarity

Stakeholder coordination

Education

Bachelor's degree in a technical field

Master's degree in a technical discipline

Tools

Salesforce Service Cloud

Zendesk

JIRA

PagerDuty

CRM systems

Job description

LiveRamp is the data collaboration platform of choice for the world’s most innovative companies. A groundbreaking leader in consumer privacy, data ethics, and foundational identity, LiveRamp is setting the new standard for building a connected customer view with unmatched clarity and context while protecting precious brand and consumer trust. LiveRamp offers complete flexibility to collaborate wherever data lives to support the widest range of data collaboration use cases—within organizations, between brands, and across its premier global network of top-quality partners.

Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and healthcare leaders turn to LiveRamp to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of their first‑party data while staying on the forefront of rapidly evolving compliance and privacy requirements.

The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global Customer Support organization. This person owns the end‑to‑end management of complex, high‑priority customer escalations—driving clarity, accountability, and resolution across Support, Product, Engineering, Customer Success, and executive stakeholders. This is a post‑sales, technically grounded role that requires structured communication, sound judgment under pressure, and the ability to move multiple teams toward a shared outcome when it matters most.

You Will

• Own the full lifecycle of high‑priority customer escalations—from intake and triage through active management, resolution, and post‑escalation review—serving as the single operational point of coordination.
• Drive urgency and accountability across internal teams by establishing clear issue ownership, tracking action items, surfacing blockers proactively, and holding teams to committed timelines.
• Develop and deliver executive‑ready status updates that translate complex technical details into concise, accurate summaries for internal leadership and customer‑facing stakeholders.
• Facilitate escalation cadence calls and cross‑functional syncs, aligning Support, Engineering, Product, Customer Success, and Sales around issue status, risk, and next steps.
• Maintain disciplined escalation hygiene: keep tickets, trackers, and communication threads current, accurate, and audit‑ready throughout the lifecycle of each escalation.
• Author clear resolution statements, root cause summaries, and path‑forward documentation—capturing what happened, why it happened, how it was resolved, and how recurrence will be prevented.
• Partner with Customer Success and Support leadership to identify at‑risk customers, communicate escalation status proactively, and protect customer trust throughout high‑stakes situations.
• Identify escalation trends and recurring themes through ongoing analysis, and translate those findings into actionable recommendations for process, workflow, or product improvements.
• Build and refine escalation playbooks, communication templates, and operating standards that improve consistency, reduce time‑to‑clarity, and strengthen stakeholder alignment across the function.
• Track and report on key escalation metrics—including time‑to‑acknowledge, time‑to‑resolution, escalation volume, and repeat issue rates—and use that data to drive continuous improvement.
• Serve as part of the escalation on‑call rotation for P0 and high‑severity customer‑impacting issues, driving initial triage, executive‑ready communications, action tracking, and cross‑functional coordination until the issue is stabilized or resolved.

What Success Looks Like

• At 6 months: Actively managing open escalations with clear communication, defined owners, and disciplined follow‑through. Stakeholders know what to expect and when.
• At 12 months: Identifying trends across escalations, improving workflows, and strengthening cross‑functional processes so escalations resolve faster and with less friction.
• At 18 months: Helping scale the escalation management function—improving reporting, reducing repeat issues through operational improvements, and contributing to a more proactive support posture.

Your Team Will

The Global Customer Support team is responsible for resolving complex, post‑sales technical issues for LiveRamp's enterprise customers and partners worldwide. The team works directly with customers on integration challenges, data workflow failures, platform‑level incidents, and implementation issues that require deep technical engagement and coordinated response. We are accountable for maintaining customer trust through responsive, technically credible, and operationally excellent support—and we are committed to building a support function that scales with LiveRamp's growth.

As a Technical Customer Escalation Manager, you'll be embedded in this team and work closely with Support leadership, Customer Success, Engineering, and Product to ensure the highest‑priority issues receive the focused, structured attention they deserve.

About You

• Bachelors and/or Masters degree in a technical discipline (Computer Science, Technology, Engineering, Math) or other quantitative field
• 5+ years of experience in technical support, escalation management, incident management, technical account management, customer success operations, or a related post‑sales technical environment.
• Demonstrated ability to manage complex, multi‑stakeholder situations under pressure—with a track record of establishing clear ownership and driving teams toward resolution.
• Able to translate technical details (API failures, data pipeline issues, integration errors, platform outages) into clear, accurate, executive‑ready language without losing credibility with technical audiences.
• Structured and precise communicator by default: written updates are concise, action items have owners, timelines are explicit, and nothing falls through the cracks.
• Comfortable operating in ambiguous, fast‑moving situations; able to establish a working plan and adjust as new information surfaces.
• Familiar enough with SaaS platforms, APIs, data workflows, or enterprise software environments to ask strong diagnostic questions and engage credibly with engineering teams—without needing to be a software engineer.
• Experienced working across functions—including Engineering, Product, Customer Success, and Sales—and skilled at managing competing priorities without losing sight of customer impact.
• Sound judgment about when to elevate, when to hold steady, and when to loop in executive stakeholders.
• Ability and availability to be on call on weeknights and weekends.
• Strong project management skills in a SaaS environment, including keeping escalations within scope, managing timelines and dependencies, and maintaining a clear critical path across agile Product, Engineering, Support, and Customer Success teams.

Preferred Skills

• Experience with support ticketing or escalation management tools such as Salesforce Service Cloud, Zendesk, JIRA, PagerDuty, or equivalent platforms.
• Familiarity with data connectivity, identity resolution, AdTech, MarTech, or data collaboration ecosystems.
• Experience building or refining escalation playbooks, runbooks, post‑mortem frameworks, or similar operational documentation.
• Background in technical program management, support engineering, or site reliability adjacent roles.
• Exposure to enterprise SLA management, customer communication frameworks, or support operations at scale.
• Project management certification (PMP) or process improvement training (Lean Six Sigma) is a plus.

The approximate annual base compensation range is $106,500 to $140,500. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, geography, as well as internal equity among our team.

Benefits

• People: Work with talented, collaborative, and friendly people who love what they do.
• Fun: We host in‑person and virtual events such as game nights, happy hours, camping trips, and sports leagues.
• Work/Life Harmony: Flexible paid time off, paid holidays, options for working from home, and paid parental leave.
• Comprehensive Benefits Package: LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives. Our benefits package offers medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more.
• Savings: Our 401K matching plan—1:1 match up to 6% of salary—helps you plan ahead.

More About Us

LiveRamp’s mission is to connect data in ways that matter, and doing so starts with our people. We know that inspired teams enlist people from a blend of backgrounds and experiences. And we know that individuals do their best when they not only bring their full selves to work but feel like they truly belong. Connecting LiveRampers to new ideas and one another is one of our guiding principles—one that informs how we hire, train, and grow our global team across nine countries and four continents.

LiveRamp is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, disability, sexual orientation, gender identity, genetics or other protected status.

Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance.

We use automated decision systems (ADS) as part of our recruitment and hiring process. If you require an accommodation or believe that the use of an ADS may create a barrier to your application or participation in the hiring process due to a disability or other protected characteristic, please let us know. We are committed to providing reasonable accommodations and ensuring an equitable hiring experience for all candidates.

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