We are looking for an experienced Engineering Escalation Manager to join our team and serve as a key bridge between Engineering, Support, Product, Customer Success, and Sales. In this role, you will drive strategic initiatives, improve operational excellence, and ensure we deliver an exceptional customer experience at scale.
Key Responsibilities
Become a subject matter expert in customer challenges within the IAM domain, driving alignment across Support, Sales, Customer Success, Product, and Engineering to improve collaboration and accelerate resolution of critical issues.
Partner with Engineering and Support Engineering teams on strategic, global initiatives that improve scalability, efficiency, and customer outcomes.
Collaborate with cross-functional leaders to identify operational gaps, implement improvements, and establish best practices that enhance customer experience.
Own and continuously improve escalation processes, ensuring high-impact customer issues are effectively managed, resolved, and transformed into actionable product insights.
Build and optimize feedback loops between customers, support teams, and engineering teams to ensure customer insights influence product strategy and roadmap decisions.
Leverage data and operational insights to identify trends, improve team performance, and drive continuous improvements in product adoption and customer satisfaction.
Key Responsibilities
Become a subject matter expert in customer challenges within the IAM domain, driving alignment across Support, Sales, Customer Success, Product, and Engineering to improve collaboration and accelerate resolution of critical issues.
Partner with Engineering and Support Engineering teams on strategic, global initiatives that improve scalability, efficiency, and customer outcomes.
Collaborate with cross-functional leaders to identify operational gaps, implement improvements, and establish best practices that enhance customer experience.
Own and continuously improve escalation processes, ensuring high-impact customer issues are effectively managed, resolved, and transformed into actionable product insights.
Build and optimize feedback loops between customers, support teams, and engineering teams to ensure customer insights influence product strategy and roadmap decisions.
Leverage data and operational insights to identify trends, improve team performance, and drive continuous improvements in product adoption and customer satisfaction.
Requirements:
Bachelors degree in Computer Science, Engineering, a related field, or equivalent practical experience.
8+ years of experience in a technical, customer-facing role such as Escalation Management, Support Engineering, or Technical Account Management.
Demonstrated experience managing complex technical escalations and driving them to resolution across multiple teams.
Excellent cross-functional collaboration skills with a proven ability to influence and align stakeholders (e.g., Engineering, Product, Support).
A data-driven and outcome-oriented mindset, with experience using metrics to guide decisions and process improvements.
Strong customer advocacy skills with experience building feedback loops to influence product roadmaps.
Preferred Qualifications
Experience in the Identity and Access Management (IAM) domain.
Experience in a product-minded role, connecting technical expertise with business impact and customer needs.
A continuous improvement mindset with a track record of enhancing operational processes.
Bachelors degree in Computer Science, Engineering, a related field, or equivalent practical experience.
8+ years of experience in a technical, customer-facing role such as Escalation Management, Support Engineering, or Technical Account Management.
Demonstrated experience managing complex technical escalations and driving them to resolution across multiple teams.
Excellent cross-functional collaboration skills with a proven ability to influence and align stakeholders (e.g., Engineering, Product, Support).
A data-driven and outcome-oriented mindset, with experience using metrics to guide decisions and process improvements.
Strong customer advocacy skills with experience building feedback loops to influence product roadmaps.
Preferred Qualifications
Experience in the Identity and Access Management (IAM) domain.
Experience in a product-minded role, connecting technical expertise with business impact and customer needs.
A continuous improvement mindset with a track record of enhancing operational processes.
This position is open to all candidates.
