Technical Escalation Lead - Global Support (Hybrid Remote)

C0035 LiveRamp, Inc.; San Francisco (CA); On-site; USD 107,000 - 141,000; Full time

Job summary

LiveRamp is seeking a Technical Customer Escalation Manager to own end-to-end management of critical post-sales escalations across Support, Product, Engineering, and Customer Success. You will drive urgency, establish clear ownership, deliver executive-ready updates, track actions, and build playbooks to improve time-to-clarity and preserve customer trust.

This role requires 5+ years in technical support or escalation management, strong cross-functional collaboration, and on-call availability

Qualifications

• Bachelor's or Master's degree in a technical field and 5+ years in post-sales tech roles.
• Ability to translate technical details into executive-ready language.
• Strong on-call availability for weeknights/weekends.

Responsibilities

• Own end-to-end lifecycle of high-priority customer escalations.
• Coordinate across Support, Product, Engineering, and Sales.
• Create executive-ready status updates.
• Lead escalation cadence calls and cross-functional syncs.
• Maintain escalation hygiene with auditable tickets.
• Analyze trends and propose process improvements.

Skills

Ticketing tools

Escalation management

Stakeholder communication

Project management

SLA management

PMP / Lean Six Sigma

Education

Technical degree (CS/Eng/Math)

Tools

Salesforce Service Cloud

Zendesk

JIRA

PagerDuty

Job description

LiveRamp is seeking a Technical Customer Escalation Manager to own end-to-end management of critical post-sales escalations across Support, Product, Engineering, and Customer Success. You will drive urgency, establish clear ownership, deliver executive-ready updates, track actions, and build playbooks to improve time-to-clarity and preserve customer trust.

This role requires 5+ years in technical support or escalation management, strong cross-functional collaboration, and on-call availability