Related skills
data analysis salesforce saas jira zendesk📋 Description
- Escalation Manager bridges Support, Product, Engineering and Implementation.
- Ensures escalations are handled efficiently, transparently, with minimal effort.
- Partners with Tier 2 Support Engineers to resolve issues.
- Uses data to identify escalation trends and systemic risks.
- Strong technical troubleshooting and ability to explain complex concepts to enterprise customers.
- Communicates with enterprise customers effectively.
🎯 Requirements
- 4+ years in Technical Support, Escalation Management, or SaaS Support.
- Strong Tier 2 troubleshooting: logs, debugging SaaS, APIs, configs.
- Experience partnering with Product and Engineering to resolve issues.
- Customer-focused with enterprise/high-revenue client experience.
- Excellent written and verbal communication for technical and non-technical audiences.
- Data-oriented with trend analysis and improvement driving.
🎁 Benefits
- View the full benefits details here: https://px.sequoia.com/globalcompanybenefits
- Flexible work arrangements; remote, hybrid options as applicable.
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