ZipRecruiter

Log In

1

Escalation Management Jobs in Raleigh, NC (NOW HIRING)

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of ... Cybersecurity domains (vulnerability management, compliance, web security, patching) * Networking ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of ... Cybersecurity domains (vulnerability management, compliance, web security, patching) * Networking ...

Spgi

Manager II, IT Service Operations

Raleigh, NC · Hybrid

Key Management Responsibilities * Lead and manage a global Service Management team across multiple regions and time zones, including application support operations, escalation management, workforce ...

New

Omnicell

Critical Account Manager

Raleigh, NC · On-site

Basic QualificaTIons: * 7+ years experience in customer operations: customer success, account management, escalation management, or related business function * 3+ years leading customer recovery ...

Ralliant

Sr HR Operations Specialist

Raleigh, NC · On-site

Manage complex issues across areas such as: * Multi-step payroll corrections and retroactive adjustments * Benefits escalations and vendor coordination * Complex leave and absence cases * Data ...

NetApp

Technical Account Manager

Morrisville, NC · Hybrid

Technical Health Checks and Escalation Management: Conduct technical health checks with customers to assess product adoption, address technical challenges, security vulnerabilities, share recommended ...

Channelscaler

Technical Account Manager

Raleigh, NC · Remote

Effective escalation management and high customer technical stakeholder satisfaction. Qualifications Required: * Experience in technical account management, implementation consulting, solutions ...

Channelscaler

Technical Account Manager

Raleigh, NC · Remote

Effective escalation management and high customer technical stakeholder satisfaction. Qualifications Required: * Experience in technical account management, implementation consulting, solutions ...

CVS Health

District Pharmacy Coordinator

Cary, NC · On-site

$17.25 - $22.75/hr

... escalations, etc.) Managing calendar and email requests for the DL, Rx while they are engaged in store visits Serving as "change champion" for the district, liaising with CSC partners to track and ...

NetApp

Technical Account Manager

Morrisville, NC

Technical Health Checks & Escalation Management: Conduct technical health checks with customers to assess product adoption, address technical challenges, security vulnerabilities, share recommended ...

NetApp, Inc.

Technical Account Manager

Morrisville, NC · On-site

Technical Health Checks and Escalation Management: Conduct technical health checks with customers to assess product adoption, address technical challenges, security vulnerabilities, share recommended ...

NetApp, Inc.

Technical Account Manager

Morrisville, NC · On-site

Technical Health Checks & Escalation Management: Conduct technical health checks with customers to assess product adoption, address technical challenges, security vulnerabilities, share recommended ...

NetApp

Technical Account Manager

Morrisville, NC

Technical Health Checks & Escalation Management: Conduct technical health checks with customers to assess product adoption, address technical challenges, security vulnerabilities, share recommended ...

next page

Showing results 1-20

All JobsEscalation Management JobsEscalation Management Jobs in Raleigh, NC

Escalation Management information

See Raleigh, NC salary details

$16

$51

$92

How much do escalation management jobs pay per hour?

As of Aug 8, 2026, the average hourly pay for escalation management in Raleigh, NC is $51.18, according to ZipRecruiter salary data. Most workers in this role earn between $25.24 and $72.45 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive in escalation management?

To thrive in Escalation Management, a strong background in customer service, issue resolution, and analytical problem-solving is essential, often supported by experience in a relevant industry or technical field. Familiarity with CRM tools such as Salesforce or Zendesk, ticketing systems, and sometimes ITIL or similar certifications are commonly required. Exceptional communication, emotional intelligence, and conflict resolution skills help individuals excel in high-pressure situations. These abilities enable escalation managers to efficiently handle complex issues, maintain client satisfaction, and support overall organizational goals.

What is escalation management?

An Escalation Management job involves handling complex customer or internal issues that cannot be resolved through standard support channels. Escalation Managers assess the situation, coordinate with relevant teams, and implement solutions to resolve critical problems efficiently. They act as a bridge between customers, support teams, and upper management to ensure a smooth resolution process. Strong communication, problem-solving, and conflict-resolution skills are essential for this role.

What are the main challenges faced in an escalation management role, and how can I prepare for them?

One of the main challenges in Escalation Management is handling high-stress situations involving dissatisfied customers or urgent technical issues, often under tight deadlines. To prepare, it’s helpful to develop strong problem-solving abilities, practice clear and empathetic communication, and become comfortable working with cross-functional teams. You may frequently coordinate between technical staff, account managers, and clients to achieve timely resolutions. Familiarity with your company's products or services also goes a long way in effectively managing and resolving escalations. By proactively building these skills, you’ll be better equipped to handle the dynamic and fast-paced nature of this role.

What are popular job titles related to Escalation Management jobs in Raleigh, NC? For Escalation Management jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Escalation Management jobs in Raleigh, NC look for? The top searched job categories for Escalation Management jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Escalation Management jobs? Cities near Raleigh, NC with the most Escalation Management job openings:
Escalation Management jobs near you
Infographic showing various Escalation Management job openings in Raleigh, NC as of August 2026, with employment types broken down into 2% As Needed, 89% Full Time, 2% Part Time, and 7% Contract. Highlights an 76% In-person, 4% Hybrid, and 20% Remote job distribution, with an average salary of $106,462 per year, or $51.2 per hour.

Technical Escalation Manager

Qualys

Raleigh, NC • On-site

Full-time

Re-posted 6 days ago

Job description

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
About the Role
We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform.
In this role, you will act as the primary owner of critical escalations, driving rapid resolution of complex technical problems while ensuring clear communication with enterprise customers and internal stakeholders.
You will work closely with Support, Engineering, Product, and Customer Success teams to manage escalations end-to-end, improve processes, and enhance overall customer experience.
Key Responsibilities
  • Own and manage critical (Severity 1 & 2) customer escalations
  • Lead incident response calls (war rooms/bridge calls) with cross-functional teams
  • Act as the single point of contact for escalated customers
  • Drive timely resolution with clear ownership, timelines, and accountability
  • Provide regular technical status updates to customers and internal leadership
  • Coordinate with Engineering and Product teams for bug fixes and feature gaps
  • Translate technical issues into business impact for executive stakeholders
  • Ensure Root Cause Analysis (RCA) is completed for all major incidents
  • Identify and drive improvements in:
    • Escalation processes
    • Knowledge base and troubleshooting playbooks
    • Support readiness and training
  • Partner with Sales and Customer Success to manage at-risk accounts and renewals
  • Track and report on escalation metrics (TTR, SLA, trends)

Required Qualifications
  • 8-10+ years of experience in Technical Support, Escalation Management, or Customer Engineering
  • 3+ years managing high-severity escalations in enterprise SaaS or cybersecurity environments
  • Strong understanding of:
    • Cloud/SaaS architectures
    • Cybersecurity domains (vulnerability management, compliance, web security, patching)
    • Networking fundamentals (TCP/IP, DNS, firewalls)
  • Proven ability to lead under pressure and manage critical incidents
  • Excellent communication and stakeholder management skills
  • Ability to work across global teams and time zones

Qualys is an Equal Opportunity Employer, please see our EEO policy.

Apply