Support Escalation Management
Core
Manages escalated customer incidents and coordinates with engineering/operations teams to resolve complex issues for government agency customers.
Role type
Senior IC Support Escalation Manager
Builds
Resolution of high-priority customer incidents and strategic projects to improve support experience
Domain
Technology support for US federal, state, and local government agencies
Deliverable
client delivery
Required skills
incident management, stakeholder communication, cross-functional coordination, process improvement, executive reporting, post-mortem analysis
Preferred skills
government contract experience, strategic project development
Technologies
N/A
Responsibilities
Own escalated issues and manage account-aligned customer incidents; Engage engineering and operations teams to identify resources and remove blockers; Manage customer and internal stakeholder expectations regarding issue response and resolution; Contribute to regional or account team unit initiatives to improve customer support experience; Identify and document feedback to improve systematic issues and internal processes; Review post-mortem outcomes and create executive summaries detailing issue impact and resolution status.
Seniority
Senior, hands-on IC