Technical Customer Escalation Manager

LiveRamp•Little Rock, AR

1d•$106,500 - $140,500•Remote

About The Position

The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global Customer Support organization. This person owns the end-to-end management of complex, high-priority customer escalations—driving clarity, accountability, and resolution across Support, Product, Engineering, Customer Success, and executive stakeholders. This is a post-sales, technically grounded role that requires structured communication, sound judgment under pressure, and the ability to move multiple teams toward a shared outcome when it matters most.

Requirements

Bachelors and/or Masters degree in a technical discipline (Computer Science, Technology, Engineering, Math) or other quantitative field
5+ years of experience in technical support, escalation management, incident management, technical account management, customer success operations, or a related post-sales technical environment.
Demonstrated ability to manage complex, multi-stakeholder situations under pressure—with a track record of establishing clear ownership and driving teams toward resolution.
Able to translate technical details (API failures, data pipeline issues, integration errors, platform outages) into clear, accurate, executive-ready language without losing credibility with technical audiences.
Structured and precise communicator by default: written updates are concise, action items have owners, timelines are explicit, and nothing falls through the cracks.
Comfortable operating in ambiguous, fast-moving situations; able to establish a working plan and adjust as new information surfaces.
Familiar enough with SaaS platforms, APIs, data workflows, or enterprise software environments to ask strong diagnostic questions and engage credibly with engineering teams—without needing to be a software engineer.
Experienced working across functions—including Engineering, Product, Customer Success, and Sales—and skilled at managing competing priorities without losing sight of customer impact.
Sound judgment about when to escalate, when to hold steady, and when to loop in executive stakeholders.
Ability and availability to be on call on weeknights and weekends
Strong project management skills in a SaaS environment, including keeping escalations within scope, managing timelines and dependencies, and maintaining a clear critical path across agile Product, Engineering, Support, and Customer Success teams.

Nice To Haves

Experience with support ticketing or escalation management tools such as Salesforce Service Cloud, Zendesk, JIRA, PagerDuty, or equivalent platforms.
Familiarity with data connectivity, identity resolution, AdTech, MarTech, or data collaboration ecosystems.
Experience building or refining escalation playbooks, runbooks, post-mortem frameworks, or similar operational documentation.
Background in technical program management, support engineering, or site reliability adjacent roles.
Exposure to enterprise SLA management, customer communication frameworks, or support operations at scale.
Project management certification (PMP) or process improvement training (Lean Six Sigma) is a plus.

Responsibilities

Own the full lifecycle of high-priority customer escalations—from intake and triage through active management, resolution, and post-escalation review—serving as the single operational point of coordination.
Drive urgency and accountability across internal teams by establishing clear issue ownership, tracking action items, surfacing blockers proactively, and holding teams to committed timelines.
Develop and deliver executive-ready status updates that translate complex technical details into concise, accurate summaries for internal leadership and customer-facing stakeholders.
Facilitate escalation cadence calls and cross-functional syncs, aligning Support, Engineering, Product, Customer Success, and Sales around issue status, risk, and next steps.
Maintain disciplined escalation hygiene: keep tickets, trackers, and communication threads current, accurate, and audit-ready throughout the lifecycle of each escalation.
Author clear resolution statements, root cause summaries, and path-forward documentation—capturing what happened, why it happened, how it was resolved, and how recurrence will be prevented.
Partner with Customer Success and Support leadership to identify at-risk customers, communicate escalation status proactively, and protect customer trust throughout high-stakes situations.
Identify escalation trends and recurring themes through ongoing analysis, and translate those findings into actionable recommendations for process, workflow, or product improvements.
Build and refine escalation playbooks, communication templates, and operating standards that improve consistency, reduce time-to-clarity, and strengthen stakeholder alignment across the function.
Track and report on key escalation metrics—including time-to-acknowledge, time-to-resolution, escalation volume, and repeat issue rates—and use that data to drive continuous improvement.
Serve as part of the escalation on-call rotation for P0 and high-severity customer-impacting issues, driving initial triage, executive-ready communications, action tracking, and cross-functional coordination until the issue is stabilized or resolved.