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Escalations Manager Jobs (NOW HIRING)

Qualys

Technical Escalation Manager

Raleigh, NC

In this role, you will act as the primary owner of critical escalations, driving rapid resolution ... Own and manage critical (Severity 1 & 2) customer escalations * Lead incident response calls (war ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

In this role, you will act as the primary owner of critical escalations, driving rapid resolution ... Own and manage critical (Severity 1 & 2) customer escalations * Lead incident response calls (war ...

ASM Research

Escalation Manager, Junior

The Escalation Manager, Junior supports the structured handling of escalated IT incidents by ... Use ITSM tools to track escalations throughout their lifecycle and contribute to reporting on ...

UKG, Inc.

Escalation Manager III- Eng

Lowell, MA · On-site

$71K - $103K/yr

The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering ...

UKG, Inc.

Escalation Manager III- Eng

Atlanta, GA · On-site

$71K - $103K/yr

The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering ...

Data Direct Networks

Executive Escalation Management ... Own resolution of executive-level customer escalations and critical account situations where ...

Apex Informatics

Infrastructure Escalation Manager

This position will provide oversight and management of escalations from the business and within Global Hosting. The ideal candidate will have strong Infrastructure, Cloud and Operations experience in ...

Apex Informatics

Infrastructure Escalation Manager

This position will provide oversight and management of escalations from the business and within Global Hosting. The ideal candidate will have strong Infrastructure, Cloud and Operations experience in ...

Vapi

Incident and Escalation Manager

San Francisco, CA · On-site

$180K - $250K/yr

Keep a written handoff and a named deputy so escalations stay covered when you are out. What you bring * 8 to 12 years across incident management, escalation management, technical support escalations ...

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Escalations Manager information

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$35.5K

$102.3K

$165K

How much do escalations manager jobs pay per year?

As of Jul 8, 2026, the average yearly pay for escalations manager in the United States is $102,286.00, according to ZipRecruiter salary data. Most workers in this role earn between $76,000.00 and $129,000.00 per year, depending on experience, location, and employer.

How does an Escalations Manager typically collaborate with cross-functional teams to resolve complex customer issues?

As an Escalations Manager, you will regularly work with teams such as customer support, product development, engineering, and sales to address and resolve challenging customer concerns. This collaboration often involves facilitating meetings, collecting technical details, and ensuring all stakeholders are aligned on the resolution strategy. Effective communication and strong problem-solving skills are key, as you’ll need to coordinate resources and provide customers with timely updates. Building strong relationships with internal teams is essential to expedite solutions and prevent similar issues in the future.

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

To thrive as an Escalations Manager, you need expertise in problem-solving, conflict resolution, and customer service, typically backed by experience in support or operations management. Familiarity with CRM platforms like Salesforce, ticketing systems, and data analysis tools is often required, alongside certifications in ITIL or customer service management. Strong communication, emotional intelligence, and leadership skills help you defuse tense situations and guide teams effectively. These abilities are crucial for resolving high-impact issues quickly, maintaining customer satisfaction, and protecting the company’s reputation.

What are Escalations Managers?

Escalations Managers are professionals responsible for handling and resolving complex or high-priority customer issues that frontline support teams are unable to resolve. They coordinate between different departments, communicate directly with customers, and ensure that problems are addressed quickly and effectively. Their role also involves identifying recurring issues, recommending process improvements, and maintaining customer satisfaction by ensuring timely resolutions. Escalations Managers often work in industries like technology, telecommunications, or customer service, where managing customer relationships is critical.

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

AspectEscalations ManagerCustomer Support Manager
ResponsibilitiesHandles complex customer issues, manages escalation processes, resolves high-priority complaintsOversees customer service teams, manages support operations, improves customer satisfaction
Required SkillsProblem-solving, conflict resolution, communication, technical knowledgeLeadership, communication, customer service skills, team management
Work EnvironmentFast-paced, problem-solving focused, often within customer service or technical support teamsTeam management, strategic planning, customer interaction
Common Industry UsageTechnology, telecommunications, SaaS companiesRetail, finance, technology, service industries

The Escalations Manager focuses on resolving complex and high-priority customer issues, often requiring technical expertise and problem-solving skills. In contrast, the Customer Support Manager oversees the entire support team, ensuring overall customer satisfaction and support efficiency. Both roles are vital in customer service but differ in scope and focus.

More about Escalations Manager jobs
What cities are hiring for Escalations Manager jobs? Cities with the most Escalations Manager job openings:
What are the most commonly searched types of Escalations jobs? The most popular types of Escalations jobs are:
What states have the most Escalations Manager jobs? States with the most job openings for Escalations Manager jobs include:
What job categories do people searching Escalations Manager jobs look for? The top searched job categories for Escalations Manager jobs are:
Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in the United States as of July 2026, with employment types broken down into 93% Full Time, 3% Part Time, 1% Temporary, 2% Contract, and 1% Summer. Highlights an 85% Physical, 4% Hybrid, and 11% Remote job distribution, with an average salary of $102,286 per year, or $49.2 per hour.
Technical Escalation Manager

Technical Escalation Manager

Qualys

Raleigh, NC

Full-time

Re-posted 5 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.

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