Technical Escalation Manager

Segment (Twilio); Raleigh (NC); On-site; USD 100,000 - 130,000; Full time

Job summary

Qualys is seeking an experienced Technical Escalation Manager in Raleigh, North Carolina to lead the resolution of high-impact customer issues within their cybersecurity platform. You'll be the primary owner of critical escalations, driving rapid resolution of complex technical problems while ensuring clear communication with enterprise customers.

Your responsibilities include managing Severity 1 & 2 escalations, leading incident response calls, and coordinating with engineering and product teams. Candidates should have 8-10 years of experience in technical support or escalation management, along with strong communication skills and a solid understanding of cybersecurity domains.

Qualifications

• 8-10+ years of experience in Technical Support, Escalation Management, or Customer Engineering.
• 3+ years managing high-severity escalations in enterprise SaaS or cybersecurity environments.
• Strong understanding of Cloud/SaaS architectures and cybersecurity domains.

Responsibilities

• Own and manage critical (Severity 1 & 2) customer escalations.
• Lead incident response calls with cross-functional teams.
• Act as the single point of contact for escalated customers.

Skills

Technical Support

Escalation Management

Customer Engineering

Cloud/SaaS architectures

Cybersecurity domains

Networking fundamentals

Job description

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

About the Role

We are seeking an experienced Technical Escalation Manager to lead the resolution of high‑impact customer issues within our cybersecurity platform.

In this role, you will act as the primary owner of critical escalations, driving rapid resolution of complex technical problems while ensuring clear communication with enterprise customers and internal stakeholders.

You will work closely with Support, Engineering, Product, and Customer Success teams to manage escalations end‑to‑end, improve processes, and enhance overall customer experience.

Key Responsibilities

• Own and manage critical (Severity 1 & 2) customer escalations
• Lead incident response calls (war rooms/bridge calls) with cross‑functional teams
• Act as the single point of contact for escalated customers
• Drive timely resolution with clear ownership, timelines, and accountability
• Provide regular technical status updates to customers and internal leadership
• Coordinate with Engineering and Product teams for bug fixes and feature gaps
• Translate technical issues into business impact for executive stakeholders
• Ensure Root Cause Analysis (RCA) is completed for all major incidents
• Identify and drive improvements in:
  • Escalation processes
  • Knowledge base and troubleshooting playbooks
  • Support readiness and training
• Partner with Sales and Customer Success to manage at‑risk accounts and renewals
• Track and report on escalation metrics (TTR, SLA, trends)

Required Qualifications

• 8‑10+ years of experience in Technical Support, Escalation Management, or Customer Engineering
• 3+ years managing high‑severity escalations in enterprise SaaS or cybersecurity environments
• Strong understanding of:
  • Cloud/SaaS architectures
  • Cybersecurity domains (vulnerability management, compliance, web security, patching)
  • Networking fundamentals (TCP/IP, DNS, firewalls)
• Proven ability to lead under pressure and manage critical incidents
• Excellent communication and stakeholder management skills
• Ability to work across global teams and time zones

Qualys is an Equal Opportunity Employer, please see our EEO policy.