Escalation Manager

About the role

The Escalation Manager is a specialized individual contributor role within the Global Support organization, responsible for owning and managing critical customer account escalations from onset through stabilization and closure. This role acts as the single point of accountability within Support for escalated accounts, ensuring issues are addressed with urgency, structure, and cross-functional alignment.

What you'll do

• Identifying systemic or recurring issues contributing to account instability
• Driving and participating in account-level stabilization plans
• Engaging in post-escalation reviews to strengthen processes and prevent recurrence
• Ensuring clear and structured internal and external communication
• Drive internal alignment and ensure timely execution of action plans across Support, Engineering, Cloud Ops, and Product

What you need

• 5–9 years in customer support & success
• Customer success
• Escalation handling
• ERP
• LLMs
• Root cause analysis
• AWS
• B.Tech or B.E. or B.Sc or BCA

Good to have

• GCP
• Azure
• Microservices
• SAP
• Microsoft Dynamics
• JIRA