Escalations Manager, Technical Support

Job description

We're scaling fast, our customer base is growing in complexity, and high-impact issues now require focused ownership. We're looking for a senior owner-operator who brings operational discipline, clarity under pressure, and strong customer presence to critical situations — and who wants to build the program, not inherit one. This role drives consistent, coordinated response across Support, Engineering, Product, and SMEs, and ensures customers receive clear, timely, and trustworthy communication during escalations. Your work will turn escalation insights into systemic improvements while strengthening trust with customers and internal partners. This is a senior individual-contributor role with broad ownership and decision-making authority. It does not include direct people management or engineering ownership. You’ll Get to: - Own high-severity and high-risk customer escalations, including directly handling select escalations end-to-end when appropriate, while ensuring orderly execution, clear action items, and professional follow-through. - Engage directly with customers during critical situations, setting expectations and maintaining trust through strong communication and presence. -...