Technical Escalation Manager
Raleigh, United States
USD 122K-183K (estimate) Senior-level Full Time
Tasks
- Coordinate engineering and product fixes
- Drive timely technical resolution
- Improve escalation processes
- Improve support readiness and training
- Lead incident response bridge calls
- Manage at risk accounts and renewals
- Own and manage severity 1 customer escalations
- Perform Root Cause Analysis (RCA)
- Provide technical status updates
- Serve as single point of contact for escalated customers
- Track and report escalation metrics
- Update knowledge base and troubleshooting playbooks
Perks/Benefits
- N/A
Skills/Tech-stack
Cause analysis | Cloud Architecture | Compliance | Customer escalation | Customer escalation management | Cybersecurity | DNS | Escalation management | Firewalls | Incident Response | Patching | Root Cause Analysis | Root cause | SaaS | TCPIP | Troubleshooting | Vulnerability Management | Web Security
Education
N/A
Regions
Countries
States
Cities
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