2

Remote Escalations Representative Jobs in Fishkill, NY

Remote (Must be in Eastern or Central time zone) Owl Cyber Defense is a leader and trusted partner ... Operate cross-functionally to represent the voice of the customer and collaborate with Sales to ...

Remote Escalations Representative information

See Fishkill, NY salary details

$11

$24

$47

How much do remote escalations representative jobs pay per hour?

As of Aug 11, 2026, the average hourly pay for remote escalations representative in Fishkill, NY is $24.16, according to ZipRecruiter salary data. Most workers in this role earn between $17.74 and $25.19 per hour, depending on experience, location, and employer.

How does a remote escalations representative typically collaborate with other departments to resolve complex customer issues?

As a Remote Escalations Representative, you'll often work closely with teams such as technical support, customer service, and product management to address and resolve complex or high-priority customer concerns. Collaboration usually involves virtual meetings, shared ticketing systems, and clear documentation to ensure all relevant information is communicated. Building strong professional relationships across departments is key, as many escalations require coordinated efforts and timely follow-ups. This cross-functional teamwork not only helps deliver solutions quickly but also enhances your understanding of company processes and opens up future career growth opportunities.

What is a remote escalations representative?

Remote Escalations Representatives are customer service professionals who handle complex or unresolved issues that have been escalated from initial support tiers. Working remotely, they communicate with customers via phone, email, or chat to resolve complaints, troubleshoot problems, and ensure customer satisfaction. They are skilled in conflict resolution, problem-solving, and often have advanced knowledge of company products or services. Their goal is to provide effective solutions while maintaining a positive customer experience. This role is essential for retaining customers and resolving issues that standard support cannot address.

What are the key skills and qualifications needed to thrive as a remote escalations representative, and why are they important?

To thrive as a Remote Escalations Representative, you need strong problem-solving abilities, customer service experience, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software and ticketing systems, such as Salesforce or Zendesk, is often required. Exceptional communication, patience, and conflict resolution skills help you manage challenging interactions and de-escalate difficult situations. These skills and tools are critical for efficiently resolving complex customer issues, maintaining satisfaction, and protecting the company’s reputation.

What is the difference between Remote Escalations Representative vs Customer Support Specialist?

AspectRemote Escalations RepresentativeCustomer Support Specialist
CredentialsTypically requires customer service experience, problem-solving skills, and sometimes technical knowledgeUsually requires customer service experience, communication skills, and basic product knowledge
Work EnvironmentRemote, handling escalated issues that require advanced troubleshooting or conflict resolutionRemote or on-site, providing general support and assistance to customers
Industry UsageCommon in tech, SaaS, and e-commerce sectorsWidely used across various industries including retail, telecom, and tech

The Remote Escalations Representative focuses on resolving complex or escalated customer issues, often requiring technical skills and conflict resolution. In contrast, a Customer Support Specialist handles general customer inquiries and provides basic assistance. Both roles are essential in customer service but differ mainly in the complexity of issues managed and the level of technical expertise required.

What are popular job titles related to Remote Escalations Representative jobs in Fishkill, NY? For Remote Escalations Representative jobs in Fishkill, NY, the most frequently searched job titles are:
What job categories do people searching Remote Escalations Representative jobs in Fishkill, NY look for? The top searched job categories for Remote Escalations Representative jobs in Fishkill, NY are:
What cities near Fishkill, NY are hiring for Remote Escalations Representative jobs? Cities near Fishkill, NY with the most Remote Escalations Representative job openings:
Infographic showing various Remote Escalations Representative job openings in Fishkill, NY as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% Remote job distribution, with an average salary of $50,246 per year, or $24.2 per hour.

Principal Product Manager

Owl Cyber Defense

Danbury, CT • On-site, Remote

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 2 hours ago


Job description

Job Title: Principal Product Manager - Critical Infrastructure Department: Engineering Reports to: VP - Product Management Office: Danbury, CT Work Location: Remote (Must be in Eastern or Central time zone)
Owl Cyber Defense is a leader and trusted partner in cyber security. We deliver solutions that protect and connect the world's most critical networks. Owl's product lines of cross domain, data diode, and portable media solutions provide the strongest available security checkpoints for threat prevention and secure data availability. Our in-depth expertise in security engineering at the operating system level enables us to help government and commercial customers meet ever-evolving cyber security threats.
Job Summary:
The Principal Product Manager - Critical Infrastructure (PdM) is responsible for defining and executing the product strategy, roadmap, and commercial success of Owl Cyber Defense's portfolio of security solutions designed to securely move data into and out of critical infrastructure environments. These include financial services, power generation and transmission, data centers, telecommunications, oil and gas, pipelines, renewable energy, transportation, and other operational technology (OT) environments. Leveraging Owl's proven cross domain and data diode technologies, the PdM will identify market opportunities, shape product strategy, and drive the continued growth of a market-leading product portfolio.
Working cross-functionally with Engineering, Sales, Marketing, Business Development, and customers, the PdM will translate market needs into product strategy, define solution requirements, and guide products from concept through launch and ongoing lifecycle management. The successful candidate will be entrepreneurial in nature, bringing the drive to identify new business opportunities, influence product direction, and expand Owl's presence within the critical infrastructure market. This role requires a strong understanding of secure data exchange, industrial protocols, remote monitoring, and secure remote management, along with the ability to build compelling value propositions that address evolving customer needs.
The PdM will combine technical expertise, market insight, and business acumen to monetize market opportunities, define product investment priorities and return on investment, maintain market differentiation, and support go-to-market execution. As the product leader for this portfolio, the PdM will serve as a trusted subject matter expert while driving customer adoption, business growth, and the long-term success of Owl's critical infrastructure solutions.
Essential Duties and Responsibilities:
  • Devise short-term and long-term strategy for development and growth.
  • Perform market research, competitive analysis, and customer discovery to validate requirements and define new product opportunities and solutions.
  • Prioritize product and platform enhancements based on business objectives and strategic initiatives.
  • Maintain and communicate product roadmap.
  • Translate customer requirements and strategic business objectives into product designs and detailed user stories that guide development.
  • Communicate development priorities, release schedules, and product functionality updates across Engineering, Sales, and Marketing.
  • Work with Sales and Marketing to execute go-to-market strategies and pricing mechanisms to drive business growth.
  • Actively advocate in the market with Sales for the value of the product solution.
  • Operate cross-functionally to represent the voice of the customer and collaborate with Sales to deliver the optimal system for end-user needs.
  • Manage product growth and initiate plans to optimize revenue.
  • Plan and implement strategies to counter competitive products in the market.
  • Facilitate development metrics and manage budget.
  • Manage the prioritization and resolution of customer escalation issues.

Requirements/Qualifications:
  • Education
    • B.S. degree in a technical discipline (advanced degree preferred)
  • Experience
    • 15+ years of experience in technical product development, including 5+ years leading hardware and software product management strategy, roadmap development, and commercialization.
    • Demonstrated success defining product strategy, developing business cases, and driving commercial growth through product launches, market expansion, or new product introductions.
  • Knowledge, Skills & Abilities
    • Strong analytical, collaborative problem-solving, organizational, and interpersonal skills, with exceptional attention to detail and the ability to evolve product strategy based on customer research, data, and industry trends.
    • Experience with multiple full project lifecycles, from concept to delivery.
    • Strong understanding of hardware, software, and supporting technology stacks.
    • Exceptional written, verbal, and presentation skills, with proven ability to communicate effectively with executive-level customers, industry analysts, and cross-functional stakeholders.
    • Strong visual design and user experience sensibilities.
    • Current experience supporting the creation of marketing collateral including sales training materials, launch materials, and customer presentations.
    • Demonstrated ability to manage external vendors and multiple concurrent projects in a fast-paced, deadline-driven environment.
  • Additional Competencies/Requirements
    • Applicants must be willing and able to obtain/maintain a U.S. Government security clearance.

Benefits:
Owl offers a comprehensive and competitive benefits package designed to support the health, financial security, and wellbeing of our employees and their families. Our benefits include medical, dental, and vision coverage, a 401(k) retirement plan with company match, generous paid time off, company-paid life insurance, and company-paid short- and long-term disability insurance. Employees may also choose from a variety of voluntary benefits and wellness programs. Specific benefit plan details, employee contribution rates, eligibility requirements, and other program information will be shared during the hiring process.
About Owl Cyber Defense Solutions, LLC
Owl Cyber Defense Solutions, LLC is a fast-growing cybersecurity solutions company, holding a firm leadership position in network security and secure information transfer. It is a privately-owned US company with offices in Columbia, MD, Danbury, CT and Morrisville, NC. For more information, see https://www.owlcyberdefense.com.
Owl Cyber Defense is an Equal Opportunity Employer and complies with all applicable federal employment laws and regulations. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.