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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global Customer Support organization. This person owns the end-to-end management of complex, high-priority ...
The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global Customer Support organization. This person owns the end-to-end management of complex, high-priority ...
The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global Customer Support organization. This person owns the end-to-end management of complex, high-priority ...
The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global Customer Support organization. This person owns the end-to-end management of complex, high-priority ...
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.
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.
Global Technical Escalation Engineer
Dublin, CA · 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.
Global Technical Escalation Engineer
Dublin, CA · 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.
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.
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.
The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global Customer Support organization. This person owns the end-to-end management of complex, high-priority ...
The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global Customer Support organization. This person owns the end-to-end management of complex, high-priority ...
The Technical Customer Escalation Manager is a critical operational role within LiveRamp\'s Global Customer Support organization. This person owns the end-to-end management of complex, high-priority ...
The Technical Customer Escalation Manager is a critical operational role within LiveRamp\'s Global Customer Support organization. This person owns the end-to-end management of complex, high-priority ...
The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global Customer Support organization. This person owns the end-to-end management of complex, high-priority ...
The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global Customer Support organization. This person owns the end-to-end management of complex, high-priority ...
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.
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.
Global Technical Escalation Engineer
Dublin, CA · 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.
Global Technical Escalation Engineer
Dublin, CA · 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.
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.
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.
Escalation Manager
Austin, TX · On-site
$144K/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 ...
Escalation Manager
Austin, TX · On-site
$144K/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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
Quick apply
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 ...
Technical Escalation Manager information
See salary details
$51K - $64K
1% of jobs
$64K - $76.9K
2% of jobs
$76.9K - $89.9K
2% of jobs
$89.9K - $102.8K
1% of jobs
$102.8K - $115.8K
9% of jobs
$120.9K is the 25th percentile. Wages below this are outliers.
$115.8K - $128.7K
26% of jobs
$128.7K - $141.7K
3% of jobs
$141.7K - $154.6K
1% of jobs
The median wage is $162.7K / yr.
$154.6K - $167.6K
9% of jobs
$167.6K - $180.5K
11% of jobs
$184.5K is the 75th percentile. Wages above this are outliers.
$180.5K - $193.5K
36% of jobs
$51K
$152.3K
$193.5K
How much do technical escalation manager jobs pay per year?
As of Aug 11, 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 the difference between Technical Escalation Manager vs Technical Support Engineer?
| Aspect | Technical Escalation Manager | Technical Support Engineer |
|---|---|---|
| Credentials | Typically requires a bachelor’s degree in IT, Computer Science, or related field; certifications like ITIL or network certifications are common | Usually holds a bachelor’s degree in IT, Computer Science, or related; certifications like CompTIA or Cisco are beneficial |
| Work Environment | Manages escalations, coordinates between teams, and oversees complex technical issues | Provides direct technical support to customers, troubleshooting hardware/software problems |
| Employer & Industry Usage | Used in tech companies, telecom, and IT service providers for handling high-level issues | Common 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 does a Technical Escalation Manager do?
A Technical Escalation Manager oversees complex technical issues that cannot be resolved by frontline support teams. They coordinate with engineering, product, and support teams to diagnose problems, develop solutions, and ensure timely resolution, often using tools like ticketing systems and technical documentation. The role requires strong communication skills, technical knowledge, and the ability to manage escalations efficiently.
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 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:
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.
About Qualys
Sourced by ZipRecruiter
Industry
Network security
Company size
1,001 - 5,000 Employees
Headquarters location
Foster City, CA, US
Year founded
1999