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.