Escalations Manager, Technical Support

Lytx•San Diego, CA

About The Position

We're scaling fast, our customer base is growing in complexity, and high-impact issues now require focused ownership. We're looking for a senior owner-operator who brings operational discipline, clarity under pressure, and strong customer presence to critical situations — and who wants to build the program, not inherit one. This role drives consistent, coordinated response across Support, Engineering, Product, and SMEs, and ensures customers receive clear, timely, and trustworthy communication during escalations. Your work will turn escalation insights into systemic improvements while strengthening trust with customers and internal partners. This is a senior individual-contributor role with broad ownership and decision-making authority. It does not include direct people management or engineering ownership.

Requirements

6+ years in technical support, customer escalations, TAM, or related roles in complex technical environments.
Proven experience managing high-impact customer issues with sound judgment and calm execution.
Strong technical fluency across platforms, devices, APIs, and integrations, enabling effective questioning and clear translation of outcomes.
Demonstrated ability to coordinate cross-functional efforts and drive alignment across teams.
Experience authoring post-incident communications or RCA documents for internal and external audiences.
Calm, composed, and effective in high-pressure customer situations, with strong judgment around when to escalate, when to push, and how to de-escalate
Exceptional written and verbal communication skills, including the ability to present clearly to executives and customers.
Strong operational mindset, with comfort building frameworks, dashboards, and escalation standards.

Responsibilities

Own high-severity and high-risk customer escalations, including directly handling select escalations end-to-end when appropriate, while ensuring orderly execution, clear action items, and professional follow-through.
Engage directly with customers during critical situations, setting expectations and maintaining trust through strong communication and presence.
Coordinate cross-functional response across Support, Engineering, Product, and subject matter experts to drive progress on complex issues.
Translate technical inputs and resolution progress into clear, customer-safe communications, including ownership of customer-facing RCA narratives.
Build and run the escalation operating rhythm — standups, dashboards, workflows, communication standards, and executive readouts — to ensure visibility, consistency, and accountability during active escalations.
Provide escalation visibility and risk signal to leadership through regular readouts, executive updates, and escalation insights.
Define and enforce escalation standards, including intake criteria, severity thresholds, communication expectations, and closure requirements.
Identify escalation trends and systemic risk signals and partner with Support Operations and Enablement to drive follow-up improvements outside of active escalations.