Escalation Manager - Technical Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Escalation Manager – Technical Support based in Canada.

We are seeking an experienced technical support leader to manage complex customer escalations and strengthen relationships with high-value enterprise accounts. In this remote role, you will act as the primary customer advocate, ensuring technical challenges are addressed efficiently and customer operations remain stable. You will coordinate cross-functional teams to resolve critical issues, manage implementation risks, and support complex hardware and software migrations or upgrades. Working closely with customer success and technical teams, you will identify opportunities to improve customer satisfaction, product reliability, and service delivery. You will also monitor account health, communicate risks to management, and translate customer feedback into actionable improvements. This opportunity is ideal for a customer-focused professional with strong technical expertise in information security, excellent leadership skills, and the ability to navigate complex enterprise environments.