Technical Support Escalations Manager (Nights)

Skills

About the Role

You will be the primary point of contact for customers during escalated incidents, delivering clear updates and managing expectations. You will keep internal teams engaged and unblocked, coordinate vendors and site teams, guide incidents through escalation processes, and support post-incident reviews. The shift is Thu-Sat (every other Wed), 5 pm - 5 am EST, with up to 15% travel.

Requirements

• Bachelor's degree in a related field or equivalent experience
• Minimum 8 years supporting enterprise customers during critical incidents or outages
• Background in incident management, SRE, technical operations or technical account management
• Strong understanding of escalation frameworks and cross-functional coordination
• Proven experience managing customer-facing escalations
• Excellent communication skills under pressure
• Strong stakeholder management
• Valid driver's license and ability to travel up to 15%

Responsibilities

• Serve as primary customer contact during escalated incidents
• Deliver clear, structured updates to customers
• Manage customer expectations on timelines, impact and next steps
• Field inbound customer questions to protect technical response efforts
• Ensure internal teams are engaged and unblocked
• Remove operational, procedural and communication blockers
• Drive escalation paths when progress stalls
• Coordinate vendors, site teams and internal stakeholders
• Support structured handoffs between teams
• Partner with technical leads on accurate customer-facing summaries
• Support post-incident reviews
• Refine customer communication playbooks and escalation protocols

Benefits

• Medical
• Dental
• Vision
• Disability
• 401K
• PTO