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Escalation Manager Jobs in Reno, NV (NOW HIRING)

Colovore

Senior Data Center Operations Engineer

Reno, NV · On-site

$105K - $143K/yr

Manage and resolve escalations during incidents; act as decision-maker in high-pressure situations. * Operate and optimize Building Management Systems (BMS), Computerized Maintenance Management ...

Colovore

Senior Data Center Operations Engineer

Reno, NV · On-site

$105K - $143K/yr

Manage and resolve escalations during incidents; act as decision-maker in high-pressure situations. * Operate and optimize Building Management Systems (BMS), Computerized Maintenance Management ...

Stord

Manager, Customer Experience

Reno, NV · On-site

Stord manages over $10 billion of commerce annually through its fulfillment, warehousing ... Complex Escalation Resolution: Take charge of resolving high-level escalations, ensuring effective ...

Stord, Inc.

Manager, Customer Experience

Reno, NV · On-site

Stord manages over $10 billion of commerce annually through its fulfillment, warehousing ... Complex Escalation Resolution: Take charge of resolving high-level escalations, ensuring effective ...

Salute

Project Manager

Sparks, NV · On-site

Address escalations promptly and implement corrective actions to maintain client trust and ... Manage documentation of policies, standard operating procedures, and escalation processes.

Salute

Project Manager

Sun Valley, NV · On-site

Address escalations promptly and implement corrective actions to maintain client trust and ... Manage documentation of policies, standard operating procedures, and escalation processes.

Salute

Project Manager

Sparks, NV · On-site

Address escalations promptly and implement corrective actions to maintain client trust and ... Manage documentation of policies, standard operating procedures, and escalation processes.

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All JobsEscalation JobsEscalation Manager JobsEscalation Manager Jobs in Reno, NV

Escalation Manager information

See Reno, NV salary details

$24.4K

$59.4K

$115.7K

How much do escalation manager jobs pay per year?

As of Aug 6, 2026, the average yearly pay for escalation manager in Reno, NV is $59,351.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,900.00 and $68,300.00 per year, depending on experience, location, and employer.

What skills and qualifications are needed to be an escalation manager?

To thrive as an Escalation Manager, you need expertise in problem-solving, conflict resolution, and customer service, often supported by experience in technical support or operations management. Familiarity with CRM platforms (like Salesforce), ticketing systems, and possibly ITIL certification is highly beneficial. Exceptional communication, emotional intelligence, and the ability to remain calm under pressure are standout soft skills for this role. These skills ensure escalated issues are resolved efficiently, maintaining customer satisfaction and protecting the company’s reputation.

What does an escalation manager do?

An Escalation Manager is responsible for handling and resolving complex customer issues that cannot be solved through standard support processes. They act as the main point of contact for escalated problems, coordinating with various teams to find solutions quickly and efficiently. Escalation Managers analyze the root causes of recurring issues, implement process improvements, and ensure customer satisfaction by providing timely updates and resolutions. This role requires strong problem-solving skills, communication abilities, and experience in customer service or technical support environments.

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

AspectEscalation ManagerCustomer Support Manager
CredentialsTypically requires experience in customer service, conflict resolution, and industry-specific knowledgeRequires customer service experience, leadership skills, and often a relevant degree
Work EnvironmentHandles high-priority issues, often in a fast-paced support or technical environmentOversees support teams, manages customer satisfaction, and improves support processes
Industry UsageCommon in tech, telecom, and service industries where issue escalation is frequentWidely used across retail, tech, and service sectors to manage support teams

The main difference is that an Escalation Manager focuses on resolving complex or urgent customer issues, often involving technical or high-stakes problems, while a Customer Support Manager oversees the overall support team and customer satisfaction. Both roles require strong communication skills and industry knowledge but differ in scope and focus.

How does an escalation manager collaborate with technical support and product teams to resolve complex customer issues?

An Escalation Manager works closely with both technical support and product teams to ensure that high-priority customer issues are addressed promptly and effectively. They serve as a central point of contact, coordinating between departments to gather necessary information, prioritize tasks, and communicate updates. By facilitating clear communication and aligning resources, Escalation Managers help prevent delays and ensure that solutions are technically sound and meet customer expectations. This collaborative approach not only resolves issues faster but also helps identify and address root causes to prevent future problems.
What are popular job titles related to Escalation Manager jobs in Reno, NV? For Escalation Manager jobs in Reno, NV, the most frequently searched job titles are:
What job categories do people searching Escalation Manager jobs in Reno, NV look for? The top searched job categories for Escalation Manager jobs in Reno, NV are:
What cities near Reno, NV are hiring for Escalation Manager jobs? Cities near Reno, NV with the most Escalation Manager job openings:
Escalation Manager jobs near you
Infographic showing various Escalation Manager job openings in Reno, NV as of August 2026, with employment types broken down into 88% Full Time, 11% Part Time, and 1% Contract. Highlights an 84% Physical, 3% Hybrid, and 13% Remote job distribution, with an average salary of $59,351 per year, or $28.5 per hour.

Senior Data Center Operations Engineer

Colovore

Reno, NV • On-site

$105K - $143K/yr

Other

Re-posted 26 days ago

Job description

Role Overview

We're seeking a Senior Engineer, Data Center Operations to lead site-level operations in a high-density, mission-critical environment. This role blends hands-on technical work with leadership in preventative maintenance, customer service, and systems optimization. The Senior Engineer ensures uptime, efficiency, and compliance while mentoring junior staff and driving continuous improvements across facilities and IT operations.

Key Responsibilities

  • Lead day-to-day operational support, including equipment installation, cabling, and facility rounds.
  • Oversee preventative maintenance cycles and ensure compliance with operational standards and audit requirements.
  • Manage and resolve escalations during incidents; act as decision-maker in high-pressure situations.
  • Operate and optimize Building Management Systems (BMS), Computerized Maintenance Management Systems (CMMS), and ticketing systems.
  • Configure, monitor, and tune infrastructure systems to improve reliability and efficiency.
  • Mentor and train junior operations staff; ensure proper documentation and SOP adherence.
  • Interface with strategic customers, providing remote hands support, escalation management, and service recovery.
  • Partner with facilities, engineering, and customer success teams to align on operational needs and improvements.
  • Maintain accurate records, logs, and reports for compliance, audits, and performance reviews.
  • Support capacity planning and operational readiness for new deployments.

Key Skills

Technical Mastery of Mission-Critical Infrastructure

  • Deep understanding of electrical, mechanical, and IT infrastructure systems (power distribution, cooling, cabling, server hardware)
  • Ability to diagnose, troubleshoot, and resolve complex infrastructure issues under time-sensitive conditions
  • Skilled in operating and interpreting data from BMS, CMMS, ticketing, and monitoring tools

Operational Excellence & Preventative Maintenance

  • Strong command of SOPs, MOPs, and EOPs with a disciplined approach to execution
  • Expertise in designing, managing, and improving preventative maintenance programs
  • Detail-oriented mindset for inspections, documentation, compliance, and audit readiness

Incident Leadership & Decision-Making

  • Ability to remain calm, clear-thinking, and decisive during outages or operational escalations
  • Strong situational awareness and risk assessment capabilities to drive safe, effective resolutions
  • Experience coordinating stakeholders and communicating clearly during high-pressure events

Systems Optimization & Continuous Improvement

  • Analytical approach to tuning and optimizing power, cooling, and monitoring systems for high-density environments
  • Ability to identify inefficiencies, propose improvements, and drive implementation across teams
  • Comfortable working with data to inform operational decisions and capacity planning

Customer Service & Communication

  • Professional, customer-oriented approach when supporting remote hands, escalations, or service recovery
  • Clear written and verbal communication skills, able to translate technical updates for both technical and non-technical audiences
  • Skilled at balancing customer needs with site-level operational priorities

Leadership & Team Development

  • Experience training and mentoring junior technicians, with an emphasis on safety, accuracy, and professional growth
  • Ability to model operational discipline, set expectations, and ensure adherence to processes
  • Strong collaborator who works well across facilities, engineering, and customer-facing teams

Required Experience

  • 5+ years of data center or mission-critical facility operations experience, with a strong focus on hands-on field work.
  • Proven expertise with power, cooling, and IT infrastructure systems in high-density environments.
  • Hands-on experience with BMS, CMMS, ticketing, and monitoring tools.
  • Demonstrated ability to lead incident resolution and high-pressure operational decisions.
  • Prior experience mentoring or leading junior technicians preferred.

What Success Looks Like

  • Zero downtime achieved through proactive monitoring, preventative maintenance, and effective incident management.
  • Smooth customer experience with quick, accurate, and professional handling of remote hands requests and escalations.
  • High-performing systems with optimized power, cooling, and monitoring configurations that support dense AI/HPC workloads.
  • Well-trained team of operations staff that follows SOPs, executes work efficiently, and grows under mentorship.
  • Accurate, compliant documentation that meets audit requirements and provides transparency for leadership and customers.
  • Continuous improvements implemented in workflows, safety, and operational efficiency to scale with business growth.

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