Technical Support Escalations Manager

A company is looking for an Escalations Manager for Technical Support. Key Responsibilities Own and manage high-severity customer escalations, ensuring clear action items and follow-through Engage with customers during critical situations to maintain trust and set expectations Coordinate cross-functional responses to drive progress on complex issues and provide escalation visibility to leadership Required Qualifications 6+ years in technical support, customer escalations, or related roles in complex technical environments Proven experience managing high-impact customer issues with sound judgment Strong technical fluency across platforms, devices, APIs, and integrations Demonstrated ability to coordinate cross-functional efforts and drive alignment Experience authoring post-incident communications or RCA documents for various audiences