Escalation Manager - Technical Support

📋 Description

• Manage technical support relationships and escalations for high-value accounts
• Conduct regular customer meetings to understand technical challenges and milestones
• Collaborate with customers to develop mitigation plans and resolve issues
• Serve as primary voice of customer internally, advocating for solutions
• Lead cross-functional teams to investigate escalations and resolve complex problems
• Support customer success teams in reviews and account health assessment

🎯 Requirements

• 8+ years in customer-facing technical role in cybersecurity or tech
• Hands-on with key management, data protection, encryption, and HSMs
• Strong customer service orientation and proven leadership skills
• Experience managing multiple customer-facing technical programs
• Excellent communication, organizational, and prioritization skills
• Ability to work remotely from Canada, aligned with Central/Eastern Time

🎁 Benefits

• Company-paid extended health, dental, and HSA
• Company-paid life insurance, AD&D, and short-term disability
• Retirement savings plans with company contributions
• Paid holidays, vacation days, and sick leave
• Optional life, critical illness, and long-term disability insurance
• Employee discounts on home, auto, and gym memberships