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Technical Escalation Manager Jobs (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 high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

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 ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

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 ...

Waymo

Escalation Manager

Tempe, AZ · On-site

Maintain in-house technical knowledge retention and ensure strict compliance with safety and ... Experience with workflow management tools, escalation systems, and knowledge management practices.

Gong.io

As our strategic Escalation Manager, you will be the definitive owner and quarterback guiding our ... Bridge the GTM & Technical Divide: Act as the strategic liaison between GTM teams (who require ...

Waymo

Escalation Manager

Tempe, AZ

Maintain in-house technical knowledge retention and ensure strict compliance with safety and ... Experience with workflow management tools, escalation systems, and knowledge management practices.

ZEISS

Global Technical Escalation Engineer

OR · On-site +1

Escalation Management * Assist in managing and resolving complex technical escalations in a timely and effective manner. * Ensure proper documentation and communication of solutions to stakeholders.

ZEISS

Global Technical Escalation Engineer

Escalation Management * Assist in managing and resolving complex technical escalations in a timely and effective manner. * Ensure proper documentation and communication of solutions to stakeholders.

Gong.io

Escalation Manager

Manhattan, NY

$161K/yr

As our strategic Escalation Manager, you will be the definitive owner and quarterback guiding our ... Bridge the GTM & Technical Divide: Act as the strategic liaison between GTM teams (who require ...

New

Freshworks

Escalation Manager

San Mateo, CA · On-site

As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive ... Deliver concise, executive-ready summaries outlining business impact, technical findings ...

Gong.io

Escalation Manager

Manhattan, NY · On-site

$161K/yr

As our strategic Escalation Manager, you will be the definitive owner and quarterback guiding our ... Bridge the GTM & Technical Divide: Act as the strategic liaison between GTM teams (who require ...

New

Freshworks

Escalation Manager

San Mateo, CA

As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive ... Deliver concise, executive-ready summaries outlining business impact, technical findings ...

Freshworks

Escalation Manager

San Mateo, CA

As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive ... Deliver concise, executive-ready summaries outlining business impact, technical findings ...

Freshworks

Escalation Manager

San Mateo, CA

As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive ... Deliver concise, executive-ready summaries outlining business impact, technical findings ...

Freshworks

Escalation Manager

Boston, MA · On-site

As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive ... Deliver concise, executive-ready summaries outlining business impact, technical findings ...

Freshworks

Escalation Manager

Boston, MA

As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive ... Deliver concise, executive-ready summaries outlining business impact, technical findings ...

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Technical Escalation Manager information

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$51K

$152.3K

$193.5K

How much do technical escalation manager jobs pay per year?

As of Sep 1, 2026, the average yearly pay for technical escalation manager in the United States is $152,287.00, according to ZipRecruiter salary data. Most workers in this role earn between $116,500.00 and $181,000.00 per year, depending on experience, location, and employer.

What is a technical escalation manager?

A Technical Escalation Manager is a professional responsible for handling complex technical issues that cannot be resolved by standard support teams. They coordinate with customers, engineering teams, and other stakeholders to ensure critical problems are addressed quickly and effectively. Their role often involves root cause analysis, process improvement, and ensuring customer satisfaction by minimizing downtime and resolving issues efficiently.

What are the key skills and qualifications needed to thrive as a technical escalation manager?

To thrive as a Technical Escalation Manager, you need a solid background in IT troubleshooting, incident management, and a relevant degree or equivalent experience. Familiarity with ticketing systems like Jira or ServiceNow, along with certifications such as ITIL or PMP, is often required. Strong problem-solving, communication, and conflict resolution skills help you coordinate effectively and reassure both customers and technical teams during high-stress situations. These competencies are critical for ensuring timely resolution of complex technical issues and maintaining customer satisfaction.

How does a technical escalation manager typically collaborate with cross-functional teams during a critical incident?

A Technical Escalation Manager acts as a central point of coordination during complex technical incidents, working closely with engineering, support, and product teams to drive swift resolution. They facilitate communication between technical experts, monitor progress, and ensure that all stakeholders are updated regularly. This collaborative approach not only helps resolve issues efficiently but also fosters a culture of continuous improvement by capturing lessons learned and sharing them across the organization. Effective teamwork in this role is essential for minimizing downtime and maintaining high customer satisfaction.

What is the difference between Technical Escalation Manager vs Technical Support Engineer?

AspectTechnical Escalation ManagerTechnical Support Engineer
CredentialsTypically requires a bachelor’s degree in IT, Computer Science, or related field; certifications like ITIL or network certifications are commonUsually holds a bachelor’s degree in IT, Computer Science, or related; certifications like CompTIA or Cisco are beneficial
Work EnvironmentManages escalations, coordinates between teams, and oversees complex technical issuesProvides direct technical support to customers, troubleshooting hardware/software problems
Employer & Industry UsageUsed in tech companies, telecom, and IT service providers for handling high-level issuesCommon across tech firms, hardware vendors, and service providers for frontline support

The Technical Escalation Manager focuses on managing complex issues and coordinating teams, while the Technical Support Engineer handles direct customer support and troubleshooting. Both roles require technical knowledge, but differ in scope and responsibilities.

What cities are hiring for Technical Escalation Manager jobs?

Cities with the most Technical Escalation Manager job openings:

What states have the most Technical Escalation Manager jobs?

States with the most job openings for Technical Escalation Manager jobs include:

Technical Escalation Manager jobs near you

Technical Escalation Manager

Raleigh, NC • On-site

Qualys
Network Security • 1 - 5K employees
Learn more about Qualysexternal

Full-time

Re-posted 3 hours 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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