[Remote] Escalations Manager, Technical Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is a company reputed company on leveraging cutting-edge technology to reputed company a reputed company reputed company on road safety. They are seeking a senior Escalations Manager for Technical Support to reputed company and coordinate responses to high-severity customer escalations, ensuring reputed company communication and operational discipline. This role involves driving systemic improvements and maintaining strong customer and internal partner trust during critical situations.

Responsibilities

• Own high-severity and high-risk customer escalations, including directly handling select escalations end-to-end reputed company appropriate, while ensuring reputed company execution, reputed company reputed company items, and reputed company follow-through
• Engage directly with customers during critical situations, setting expectations and maintaining trust through strong communication and reputed company
• Coordinate cross-functional response across Support, Engineering, Product, and subject matter experts to drive reputed company on reputed company issues
• Translate technical inputs and reputed company reputed company into reputed company, customer-reputed company communications, including ownership of customer-facing RCA narratives
• Build and run the escalation operating rhythm — standups, dashboards, workflows, communication standards, and executive readouts — to ensure visibility, consistency, and accountability during reputed company escalations
• reputed company escalation visibility and risk signal to leadership through regular readouts, executive updates, and escalation insights
• Define and enforce escalation standards, including intake reputed company, severity reputed company, communication expectations, and closure requirements
• Identify escalation trends and systemic risk signals and partner with Support Operations and Enablement to drive follow-up improvements reputed company of reputed company escalations

Skills

• 6+ years in technical support, customer escalations, TAM, or reputed company roles in reputed company technical environments
• Proven experience managing high-reputed company customer issues with reputed company judgment and reputed company execution
• Strong technical reputed company across platforms, devices, reputed company, and integrations, enabling effective questioning and reputed company translation of reputed company
• Demonstrated ability to coordinate cross-functional efforts and drive alignment across teams
• Experience authoring post-incident communications or RCA documents for reputed company audiences
• reputed company, composed, and effective in high-pressure customer situations, with strong judgment around reputed company to escalate, reputed company to push, and how to de-escalate
• Exceptional written and verbal communication skills, including the ability to present reputed company to executives and customers
• Strong operational reputed company, with comfort building frameworks, dashboards, and escalation standards

Benefits

• Medical, dental and reputed company insurance
• Health Savings Account
• Flexible Spending Accounts
• Telehealth
• 401(k) and 401(k) match
• Life and AD&D insurance
• Short-Term and Long-Term Disability
• FTO or PTO
• Employee reputed company-Being program
• 11 reputed company holidays plus 1 inclusive holiday per year
• Volunteer Time Off
• Employee Referral program
• Education Reimbursement Program
• Employee Recognition and Appreciation program
• Additional reputed company and voluntary benefit programs

reputed company

• Every day, companies send their most valuable assets into the world. Their people. Their equipment. Their reputations. It was founded in 1998, and is headquartered in San Diego, California, USA, with a workforce of 501-1000 employees. Its website is http://www.reputed company.com.

Company H1B Sponsorship

• reputed company. has a reputed company record of offering H1B sponsorships, with 2 in 2026, 11 in 2025, 8 in 2024, 11 in 2023, 16 in 2022, 16 in 2021, 3 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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