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Technical Escalation Manager Jobs in Indiana (NOW HIRING)

ICEYE

Technical Program Manager

Warsaw, IN · On-site

$48 - $80/hr

* Technical Program Manager * Department: Missions Line of Business * Location: ICEYE Espoo / Warsaw ... Technical risks, discrepancies, and gaps are identified early, escalated effectively and resolved ...

Solplanet

Technical Manager - Utility Scale

Warsaw, IN · On-site

$80 - $100/hr

Technical Manager - Utility Scale Industry: Photovoltaic, Utility Scale Solar, Solar Inverter ... Support commissioning preparation, technical troubleshooting, issue escalation and root cause ...

Ilab Llc

Director of Quality Engineering

Indianapolis, IN · On-site

$160 - $260/hr

The role is accountable for the day-to-day management of U.S. engineering initiatives and resources ... Serve as the senior technical escalation point for complex or at-risk engagements and personally ...

Toyota

Technical Parts Specialist

Indianapolis, IN · On-site

This role works across all groups and products, working with other engineering and technical teams to support questions, escalations, and long-term management of parts data and details. Job Functions:

Truma Corp

Head of Service

Elkhart, IN

Ensure efficient resolution of customer, dealer/service partner, OEM, supplier, and internal support issues through structured escalation and case-management processes. Technical Service, Product ...

Truma-Corporatio

Head of Service

Elkhart, IN · On-site

$150 - $230/hr

Ensure efficient resolution of customer, dealer/service partner, OEM, supplier, and internal support issues through structured escalation and case-management processes. Technical Service, Product ...

Truma Corp

Head of Service

Elkhart, IN · On-site

$120 - $190/hr

Ensure efficient resolution of customer, dealer/service partner, OEM, supplier, and internal support issues through structured escalation and case-management processes. Technical Service, Product ...

Impact Networking

Network Engineer

Hammond, IN · On-site

$75K - $96K/yr

... escalation management * Skilled in cloud networking integration (Azure/hybrid), network automation (PowerShell, Python, APIs), technical documentation, and network diagram creation * Familiarity with ...

Recar

Principal Systems Engineer

Warsaw, IN

$123K - $154K/yr

... Manager to join our growing IT team. The Systems Manager will be responsible for leading the ... This role will act as the primary technical escalation point for complex system issues while ...

Slate Auto

Principal Systems Engineer

Warsaw, IN · On-site

$123K - $154K/yr

... Manager to join our growing IT team. The Systems Manager will be responsible for leading the ... This role will act as the primary technical escalation point for complex system issues while ...

Metronet

Technical Project Manager

Evansville, IN · On-site

$90 - $130/hr

Lead disaster recovery planning, testing, documentation, and escalation procedures for critical ... a strong technical foundation. * Proven ability to manage multiple complex initiatives ...

ILAB

Director of Quality Engineering

Indianapolis, IN · On-site

$170 - $210/hr

The role is accountable for the day-to-day management of U.S. engineering initiatives and resources ... Serve as the senior technical escalation point for complex or at‑risk engagements and personally ...

Impact Networking

Network Engineer

Indianapolis, IN · On-site

$75K - $96K/yr

... escalation management * Skilled in cloud networking integration (Azure/hybrid), network automation (PowerShell, Python, APIs), technical documentation, and network diagram creation * Familiarity with ...

Slate Auto

Principal Systems Engineer

Warsaw, IN · On-site

$123 - $154/hr

... Manager to join our growing IT team. The Systems Manager will be responsible for leading the ... This role will act as the primary technical escalation point for complex system issues while ...

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Technical Escalation Manager information

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 in Indiana are hiring for Technical Escalation Manager jobs?

Cities in Indiana with the most Technical Escalation Manager job openings:

Technical Escalation Manager jobs near you

Tier 2 - Technical Support Specialist

Integrity Network Solutions

Lebanon, IN • On-site

$55K - $65K/yr

Full-time

Re-posted 29 days ago

Key responsibilities

  • Resolve escalated incidents involving operating systems, applications, network connectivity, servers, cloud services, and business-critical systems.

  • Troubleshoot issues using structured diagnostic techniques and escalate to Tier 3 when necessary.

  • Create, maintain, and improve knowledge base articles and ensure accurate ticket documentation.

Job description

Role Overview
The Tier 2 Technical Support Specialist provides in-depth technical support for incidents and service requests escalated from Tier 1. This role requires strong analytical troubleshooting skills, the ability to resolve more complex system, network, and application issues, and a focus on root-cause diagnosis and incident
reduction. Tier 2 serves as a key bridge between frontline support and expert-level engineering.
Key Responsibilities
Advanced Incident Resolution
  • Resolve escalated incidents that exceed Tier 1 scope
  • Troubleshoot issues involving:
    • Operating systems, applications, and user environments
    • Network connectivity, VPN, and basic routing/switching
    • Servers, cloud services, and business-critical systems
  • Apply structured troubleshooting and diagnostic techniques
  • Escalate to Tier 3 when issues require engineering-level expertise

Escalation & Problem Management
  • Serve as primary escalation point for Tier 1 technicians
  • Identify root causes of recurring incidents
  • Document patterns, resolutions, and preventive steps
  • Participate in post-incident reviews and corrective actions

Documentation & Knowledge Sharing
  • Create and maintain Tier 2 knowledge base articles
  • Improve existing documentation to reduce repeat tickets
  • Ensure accurate, detailed ticket documentation
  • Share technical findings with Tier 1 and Tier 3 teams

Mentorship & Collaboration
  • Provide technical guidance and coaching to Tier 1 technicians
  • Collaborate with Tier 3 engineers, vendors, and project teams
  • Support transition of projects into steady-state support
  • Participate in on-call or after-hours escalation rotations as required

Key Result Areas (KRAs) & Performance Measures
KRA 1: Escalation Resolution Effectiveness
Measures
  • Resolution time for Tier 2 escalated tickets
  • Percentage of escalations resolved without Tier 3 involvement
  • Quality of root-cause identification

KRA 2: Incident Reduction & Stability
Measures
  • Reduction in repeat or recurring incidents
  • Effectiveness of preventive fixes
  • Improved system or service reliability

KRA 3: SLA & Process Compliance
Measures
  • SLA adherence on escalated incidents
  • Proper severity classification and escalation handling
  • Compliance with support and security policies

KRA 4: Documentation & Knowledge Contribution
Measures
  • Quality and usefulness of knowledge base articles
  • Accuracy and completeness of ticket documentation
  • Reduced Tier 1 escalations due to improved documentation

KRA 5: Team Support & Mentorship
Measures
  • Tier 1 feedback and support effectiveness
  • Quality of technical guidance provided
  • Contribution to team skill development

Required Skills & Qualifications
Required
  • 3-5 years of IT support experience in a Service Desk or MSP environment
  • Strong troubleshooting skills across workstations, servers, applications, and networks
  • Experience working with ticketing systems and SLAs
  • Ability to communicate technical issues clearly to non-technical users
  • Strong documentation and analytical problem-solving skills

Preferred
  • Experience in an MSP or multi-client environment
  • Familiarity with cloud platforms, security tools, and vendor support processes
  • Relevant technical certifications or equivalent hands-on experience

Career Progression
  • This role serves as the primary pipeline for Tier 3 - Senior Technical Engineer
  • Advancement is based on technical depth, root-cause effectiveness, documentation quality, and mentorship impact

Why This Role Matters
Tier 2 technicians significantly influence:
  • SLA performance
  • Customer satisfaction
  • Reduction of reactive support
  • The efficiency of Tier 3 resources

Apply