Job Description

The Technical Escalations Manager will be the primary escalation point for complex technical issues, ensuring seamless resolution for high-priority customer tickets. This role requires strong technical expertise, analytical skills, and a customer-centric approach to optimize support processes and enhance customer satisfaction within the eDiscovery and SaaS space.

Responsibilities

• Act as primary escalation point for complex technical issues
• Own escalated tickets from start to resolution
• Collaborate with engineering, product, and QA teams
• Conduct root cause analysis
• Provide technical guidance to customers
• Act as a technical advisor for key accounts
• Work with CSMs to mitigate risks
• Partner with Support leadership and Product teams
• Monitor and analyze support KPIs

Requirements

• 5+ years of experience in Technical Support, Escalation Management, or Incident Response
• Strong troubleshooting skills
• Experience handling escalations and cross-functional collaboration
• Experience with Zendesk, Salesforce, and eDiscovery platforms
• Data-driven mindset with experience tracking support KPIs
• Excellent communication skills
• Familiarity with cloud-based SaaS environments
• Criminal background check and agency suitability clearance

Benefits

• No benefits