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Technical Escalation Manager Jobs in Indiana (NOW HIRING)

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 ...

Kaleris

Software Engineer

Vera Cruz, IN · Remote

... management, shipment visibility, and asset management across rail, truck, and multi-mode ... technical escalation point for prioritized customer issues. You will bring deep engineering ...

Recar

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 ...

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 ...

Slate

Principal Systems Engineer

Warsaw, IN · On-site

$123 - $154/hr

## Manager, Systems EngineerApplylocations: Warsaw, Indianatime type: Full timeposted on: Posted ... 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 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 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 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

Application Support Engineer

ATS Automation

Indianapolis, IN • On-site

Full-time

Re-posted 22 days ago

Job description

We are seeking a mid-level Application Support Engineer to support the expansion of our Global Application Support on-site in Indianapolis, IN. This role is ideal for an engineer with strong SQL and application troubleshooting experience, who can independently support production applications, analyze data issues, and partner with global teams to ensure system reliability in a regulated pharmaceutical environment.

Your Responsibilities

  • Provide Tier 2 / Tier 3 application support for critical manufacturing and enterprise applications, including incident response, troubleshooting, and root cause analysis
  • Use SQL to analyze application data, investigate issues, validate fixes, and support reporting or data corrections as needed
  • Serve as a technical escalation point for complex application and data-related issues, coordinating with global support teams, developers, and vendors
  • Support application lifecycle activities, including deployments, upgrades, patches, and validation support in GxP-regulated environments
  • Partner with business users, IT, and engineering teams to identify recurring issues, propose improvements, and enhance application performance and stability
  • Create and maintain support documentation, SOPs, runbooks, and knowledge base articles
  • Ensure compliance with GxP, data integrity, change management, and cybersecurity requirements
Your profile

Required Qualifications

  • Bachelor’s degree in Engineering, Computer Science, Information Systems, or a related technical field (or equivalent experience)
  • 3+ years of experience in application support, systems support, or manufacturing IT
  • Strong hands-on experience with SQL (querying, troubleshooting data issues, performance analysis)
  • Experience supporting applications in pharmaceutical, biotech, or other regulated manufacturing environments
  • Familiarity with incident, problem, and change management processes (ITIL or similar)
  • Strong communication skills and ability to work effectively in an on-site, cross-functional environment

Preferred Qualifications

  • Experience supporting manufacturing execution, quality, Data Historization and/or laboratory systems
  • Knowledge of GxP validation, audit support, and regulated change control
  • Experience working with SQL Server, Oracle, or similar relational databases
  • Exposure to global application support models and follow-the-sun operations

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