Technical Escalation Manager

Qualys•Raleigh, NC

About The Position

We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the primary owner of critical escalations, driving rapid resolution of complex technical problems while ensuring clear communication with enterprise customers and internal stakeholders. You will work closely with Support, Engineering, Product, and Customer Success teams to manage escalations end-to-end, improve processes, and enhance overall customer experience.

Requirements

8-10+ years of experience in Technical Support, Escalation Management, or Customer Engineering
3+ years managing high-severity escalations in enterprise SaaS or cybersecurity environments
Strong understanding of: Cloud/SaaS architectures, Cybersecurity domains (vulnerability management, compliance, web security, patching), Networking fundamentals (TCP/IP, DNS, firewalls)
Proven ability to lead under pressure and manage critical incidents
Excellent communication and stakeholder management skills
Ability to work across global teams and time zones

Responsibilities

Own and manage critical (Severity 1 & 2) customer escalations
Lead incident response calls (war rooms/bridge calls) with cross-functional teams
Act as the single point of contact for escalated customers
Drive timely resolution with clear ownership, timelines, and accountability
Provide regular technical status updates to customers and internal leadership
Coordinate with Engineering and Product teams for bug fixes and feature gaps
Translate technical issues into business impact for executive stakeholders
Ensure Root Cause Analysis (RCA) is completed for all major incidents
Identify and drive improvements in: Escalation processes, Knowledge base and troubleshooting playbooks, Support readiness and training
Partner with Sales and Customer Success to manage at-risk accounts and renewals
Track and report on escalation metrics (TTR, SLA, trends)