Technical Customer Escalation Manager

LiveRamp; Little Rock City (NY); On-site; USD 90,000 - 135,000; Full time

Benefits offered by this job

Flexible Paid Time Off

Paid Holidays

Work-From-Home Options

Paid Parental Leave

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Employee Assistance Program

Voluntary Benefits

Wellness Perks

Career Growth Opportunities

401(k) Matching

Job summary

engineeringjobs.net, Inc. is seeking a seasoned Escalation Manager to lead high-priority customer escalations from intake through resolution in a fast-paced SaaS environment.

You will coordinate across Support, Engineering, Product, Customer Success, Sales and executives, document root causes and resolutions, monitor escalation metrics, and drive playbooks to reduce recurrence and improve resolution time. This role requires 5+ years in related post-sales positions and strong communication skills.

Qualifications

• Bachelor's and/or Master's degree in a technical or quantitative discipline with 5+ years in post-sales technical roles.
• Experience coordinating complex issues under pressure and on-call rotations.

Responsibilities

• Manage high-priority customer escalations from intake through resolution.
• Coordinate across Support, Engineering, Product, Customer Success, Sales and executive stakeholders.

Skills

Escalation Management

Incident Management

Technical Support

Project Management

Cross-Functional Coordination

Executive Communication

Root Cause Analysis

Customer Success Operations

SaaS Platforms

API Troubleshooting

Data Workflows

Stakeholder Management

Process Improvement

Metrics Reporting

On-Call Incident Response

Playbook Development

Education

Bachelor's or Master's degree in a technical or quantitative discipline

Job description

Manage high-priority customer escalations from intake through resolution, coordinating Support, Engineering, Product, Customer Success, Sales, and executive stakeholders. Maintain clear communications and escalation records, document root causes and resolutions, monitor escalation metrics, and improve processes and playbooks to reduce recurrence and resolution time.

Requirements

Requires a bachelor's and/or master's degree in a technical or quantitative discipline and at least five years of experience in technical support, escalation or incident management, technical account management, customer success operations, or a related post-sales technical role. Candidates should be skilled at coordinating complex issues under pressure, communicating technical information clearly, managing SaaS projects and stakeholders, and be available for weeknight and weekend on-call rotations.

Key Skills

Escalation Management, Incident Management, Technical Support, Project Management, Cross-Functional Coordination, Executive Communication, Root Cause Analysis, Customer Success Operations, SaaS Platforms, API Troubleshooting, Data Workflows, Stakeholder Management, Process Improvement, Metrics Reporting, On-Call Incident Response, Playbook Development

Benefits

Flexible Paid Time Off, Paid Holidays, Work-From-Home Options, Paid Parental Leave, Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Employee Assistance Program, Voluntary Benefits, Wellness Perks, Career Growth Opportunities, 401(k) Matching