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Escalation Director Jobs in Raleigh, NC (NOW HIRING)

DAN

Claims Director

Durham, NC · On-site

$130K/yr

Director, Claims FLSA: Exempt, Full Time DEPARTMENT: Claims WORKSITE: 6 West Colony Place, Durham ... Manage complex, high exposure, litigated, or escalated claims * Review and approve significant ...

DAN

Claims Director

Durham, NC · Hybrid

Director, Claims FLSA: Exempt, Full Time DEPARTMENT: Claims WORKSITE: 6 West Colony Place, Durham ... Manage complex, high exposure, litigated, or escalated claims * Review and approve significant ...

Divers Alert Network

Claims Director

Durham, NC · On-site

Director, Claims FLSA: Exempt, Full Time DEPARTMENT: Claims WORKSITE: 6 West Colony Place, Durham ... Manage complex, high exposure, litigated, or escalated claims * Review and approve significant ...

Videndum

Director of Customer Support

Cary, NC

Director of Customer Support Location: Cary, North Carolina Company: Videndum Department: Customer ... Establish clear support structures, escalation paths, staffing models, and coverage expectations.

MSD

QMS Global Quality Compliance Director

Durham, NC

Strategic Risk Identification, Escalation, and Senior Leader Influence * Partner with QMS Topic ... direct authority. * Strong executive communication skills, including the ability to present complex ...

New

Pentair

Quality Director - Pool

Apex, NC · On-site

$149K - $276K/yr

We have an opportunity for a Quality Director to join our Apex, NC team. You will lead and execute ... Risk, Escalation & Warranty Exposure * Govern warranty exposure, trends, and systemic risk ...

Pentair

Quality Director - Pool

Apex, NC · On-site

$149K - $276K/yr

We have an opportunity for a Quality Director to join our Apex, NC team. You will lead and execute ... Risk, Escalation & Warranty Exposure * Govern warranty exposure, trends, and systemic risk ...

Pentair

Quality Director - Pool

Apex, NC

$149K - $276K/yr

We have an opportunity for a Quality Director to join our Apex, NC team. You will lead and execute ... Risk, Escalation & Warranty Exposure * Govern warranty exposure, trends, and systemic risk ...

Duke University

Assistant Director

Durham, NC · On-site

... urgent attention or escalation * Attention to detail and follow-through * Ability to work ... Together with the Director of Graduate Studies, lead the development of admissions materials for MS ...

Duke University

Assistant Director

Durham, NC · On-site

... urgent attention or escalation * Attention to detail and follow-through * Ability to work ... Together with the Director of Graduate Studies, lead the development of admissions materials for MS ...

Arganteal

Network Migration Architect

Raleigh, NC · On-site

$63 - $84.25/hr

Act as the escalation point when cut engineers hit complex faults. Diagnose, direct, and resolve in real time. * Make go / no go and rollback calls, and own them. Recognize when a problem exceeds the ...

Arganteal, Corp.

Network Migration Architect

Raleigh, NC · On-site

$63 - $84.25/hr

Act as the escalation point when cut engineers hit complex faults. Diagnose, direct, and resolve in real time. * Make go / no go and rollback calls, and own them. Recognize when a problem exceeds the ...

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Escalation Director information

What is an escalation director?

Escalation Directors are senior professionals responsible for managing and resolving the most critical and complex customer issues within a company. They typically oversee escalation processes, coordinate cross-functional teams, and ensure timely and effective resolution of problems that standard support channels cannot handle. Escalation Directors also analyze escalation trends to improve processes and prevent future issues. Their role is crucial in maintaining customer satisfaction and protecting the company's reputation.

How does an escalation director typically collaborate with other departments to resolve high-priority issues?

An Escalation Director works closely with cross-functional teams such as customer support, engineering, product management, and executive leadership to address complex or urgent problems that impact clients or business operations. They coordinate communication, facilitate meetings to align on action plans, and ensure that all stakeholders are kept informed on progress and solutions. This role often involves balancing technical resolution with customer satisfaction, requiring strong interpersonal and negotiation skills. Effective collaboration is essential for meeting service level agreements and maintaining positive client relationships.

What are the key skills and qualifications needed to thrive as an escalation director, and why are they important?

To thrive as an Escalation Director, you need deep expertise in incident management, problem resolution, and a strong background in customer support or technical operations, often supported by a relevant degree and leadership experience. Familiarity with CRM platforms, ticketing systems, and escalation tracking tools such as Salesforce Service Cloud or Jira is typically required. Outstanding negotiation, conflict resolution, and communication skills enable effective stakeholder management and team leadership. These competencies are crucial for ensuring rapid, high-quality resolution of critical issues that can impact customer satisfaction and business continuity.

What is the difference between Escalation Director vs Customer Support Manager?

AspectEscalation DirectorCustomer Support Manager
CredentialsExperience in leadership, conflict resolution, and industry-specific knowledgeCustomer service experience, management skills, and industry familiarity
Work EnvironmentStrategic oversight, high-level problem resolution, cross-department coordinationTeam management, daily customer interactions, process improvement
Employer & Industry UsageTech, telecommunications, enterprise servicesRetail, SaaS, service industries

The Escalation Director focuses on high-level issue resolution and strategic management of escalated cases, often working across departments. In contrast, the Customer Support Manager handles daily customer interactions, team supervision, and process improvements. Both roles require strong communication skills, but the Escalation Director operates at a higher strategic level within the organization.

What are the most commonly searched types of Escalation jobs in Raleigh, NC?

The most popular types of Escalation jobs in Raleigh, NC are:

What job categories do people searching Escalation Director jobs in Raleigh, NC look for?

The top searched job categories for Escalation Director jobs in Raleigh, NC are:

What cities near Raleigh, NC are hiring for Escalation Director jobs?

Cities near Raleigh, NC with the most Escalation Director job openings:

Escalation Director jobs near you

Technical Escalation Engineer (Third Shift)

VAST Data

Raleigh, NC • On-site

Full-time

Re-posted yesterday

Job description

Description
VAST Data is looking for a Technical Escalation Engineer to join our growing team!
This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
"VAST's data management vision is the future of the market." - Forbes
VAST Data is the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, VAST takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless VASTronauts who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our company's growth and at a pivotal point in computing history.
Summary
As a Technical Escalation Engineer, you will be responsible for monitoring and maintaining the health and performance of our fleet of installed clusters. You will work in a 24/7 network operations center-style environment, ensuring the availability, reliability, and security of services. This role involves real-time monitoring, incident detection, incident management, incident resolution, and clear written and verbal communication with other teams and stakeholders.
The Role
  • Monitor clusters using internal monitoring tools to detect and troubleshoot issues promptly.
  • Respond to alerts and incidents in a timely manner, following standard operating procedures (SOPs) and escalation processes.
  • Perform initial investigation and diagnosis of problems, escalating complex issues to support.
  • Document incidents, including their details, troubleshooting steps, and resolutions in the incident tracking system.
  • Collaborate with other teams, including Support, R&D, Account teams, and customers to ensure effective incident resolution and communication.
  • Conduct routine checks and audits to identify potential problems or vulnerabilities.
  • Assist with the implementation of changes and updates to the infrastructure as directed by team leads.
  • Assist with writing Root Cause Analysis documentation, and delivering to customers within prescribed timelines.
  • Participate in shift-based work schedules, including nights, weekends, and holidays, to provide 24/7 coverage.
  • Maintain up-to-date knowledge of VAST Data Platform technologies via prescribed hands-on training modules.
  • Adhere to security protocols and ensure the confidentiality, integrity, and availability of network and system data.
  • Provide excellent customer service to internal and external stakeholders during incident resolution and communication.

Requirements
  • Proven experience as a NOC Operator or in a similar network monitoring role is preferred.
  • Superior communication skills, both written and verbal, to interact with technical and non-technical stakeholders.
  • Strong understanding of networking concepts, protocols, and technologies (TCP/IP, SNMP, DHCP, DNS, etc.).
  • Ability to work independently and collaboratively in a team-based environment.
  • Excellent problem-solving and analytical skills, with the ability to multitask effectively.
  • Willingness to work in a 24/7 shift-based environment, including nights, weekends, and holidays. Option for Wednesday - Saturday shift, Sunday -Wednesday, or Monday - Friday.
  • Detail-oriented and committed to maintaining accurate documentation.
  • Demonstrated commitment to continuous learning and self-improvement

Apply