Escalation Manager - Technical Support

Accountabilities • Manage technical support relationships and escalation activities for assigned high-value customer accounts, ensuring optimal product performance and operational stability.

• Conduct regular customer meetings to understand evolving business needs, technical challenges, solution use cases, implementation schedules, and critical milestones.

• Collaborate with customers to develop mitigation plans, resolve issues, minimize delays, and support successful implementation of technical solutions.

• Serve as the primary voice of the customer internally, communicating expectations, business priorities, and technical concerns while advocating for appropriate solutions.

• Lead and coordinate cross-functional teams to investigate escalations, resolve complex technical problems, and maintain customer satisfaction.

• Support customer success management teams during regional business reviews, providing account updates, escalation status, and progress against improvement plans.

• Develop and implement strategies to strengthen account health, improve service quality, and reduce recurring customer issues.

• Capture lessons learned from customer interactions and ensure feedback is shared across relevant teams to improve products, processes, and escalation management practices.

• Collaborate with customer success teams to support maintenance renewals, customer retention, and long-term account relationships.

• Assess customer health and identify risks to customer experience, reporting findings and recommendations to management.

• Visit customer locations and regional sales sites when required to gather feedback, strengthen relationships, and support critical initiatives.

• Manage multiple customer programs and escalations from initial assessment through resolution and implementation.

Requirements

• At least eight years of experience in a customer-facing technical role within information security, cybersecurity, or the broader technology industry.

• Hands-on experience with technologies related to key management, data protection, encryption, and Hardware Security Modules (HSMs).

• Strong customer service orientation, with a demonstrated commitment to customer satisfaction and successful outcomes.

• Proven leadership and influencing skills, including the ability to coordinate cross-functional teams and drive issue resolution without relying solely on direct authority.

• Experience managing multiple customer-facing technical programs, from initial planning through implementation and delivery.

• Ability to collect, analyze, and present data to support recommendations, identify risks, and drive continuous improvement.

• Strong relationship-building skills and the ability to establish trust with customers and internal stakeholders across organizational boundaries.

• Excellent written and verbal communication skills, with strong interpersonal skills and customer empathy.

• Exceptional organizational and prioritization skills, with the ability to manage multiple projects and escalations in a fast-paced environment.

• Willingness to travel to customer locations and regional sales sites as business needs require.

• Ability to work remotely from Canada, preferably aligned with Central or Eastern Time Zone business hours.

Preferred qualifications:

• A degree in Engineering, Computer Science, or another relevant discipline.

• Database knowledge, particularly Oracle and Microsoft SQL Server.

• Familiarity with public cloud platforms and infrastructure technologies, including AWS, Microsoft Azure, and VMware vCloud Air.

Benefits

• Annual total target compensation: CAD $131,947–$180,613, depending on relevant factors and individual circumstances.

• Company-paid extended health benefits, dental coverage, and a Health Spending Account (HSA).

• Company-paid life insurance, accidental death and dismemberment (AD&D) coverage, and short-term disability insurance.

• Cancer care program, travel insurance, Employee Assistance Plan, and employee well-being program.

• Retirement savings plans, including RRSP, DCPP, and TFSA options, with company contributions and matching to a DCPP, without a vesting period.

• Company-paid holidays, vacation days, and paid sick leave.

• Optional life insurance, AD&D coverage, critical illness insurance, and long-term disability coverage.

• Employee discounts on home, auto, and gym memberships.

• Fully remote work arrangement within Canada.

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