Escalation Manager (Swing Shift)
Core
Manage and resolve complex technical issues escalated from customers or internal stakeholders, acting as the bridge between customers, internal teams, and executive management.
Role type
Senior Escalation Manager (Swing Shift)
Builds
Customer trust and resolution for high-risk accounts within the cybersecurity and identity management domain
Domain
Cybersecurity / Identity and Access Management (IAM)
Deliverable
client delivery
Required skills
Incident management, cross-functional leadership, stakeholder communication, post-mortem analysis, trend analysis, risk mitigation, SaaS operational knowledge, data-driven decision making
Preferred skills
Salesforce Service Cloud, Jira, Slack, cybersecurity domain expertise
Responsibilities
Act as primary point of contact for customer support case escalations, facilitate high priority incidents, manage communications during product incidents, lead cross-functional initiatives for complex issues, triage and assign escalations, develop action plans for resolution, conduct post-mortem reviews, track and report on key metrics
Seniority
Senior, hands-on IC
