Escalation Manager

Overview

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Degreed is seeking an experienced Escalation Manager to serve as a critical bridge across Support, Product, Engineering, and Implementation in resolving complex, high-impact customer escalations. This role is responsible for ensuring escalated issues are addressed efficiently, transparently, and with a strong focus on minimizing customer effort.

The Escalation Manager will partner closely with Tier 2 Support Engineers, enabling them with the resources, context, and cross-functional alignment needed to resolve escalations effectively. In addition, this role will leverage data and insights to identify escalation trends, systemic risks, and opportunities to improve the customer experience and platform reliability.

This position requires strong technical troubleshooting skills, excellent interpersonal communication, and the ability to clearly articulate complex technical concepts to enterprise customers.

• Experienced technical support professional with 4+ years in Technical Support, Escalation Management, or Support Engineering within a SaaS environment, comfortable handling complex, multi-threaded escalations in high-impact, cross-functional settings.
• Strong Tier 2 troubleshooting skills, including the ability to analyze logs, debug complex SaaS systems, and understand application flow, APIs, and configuration logic to support effective escalation resolution.
• Proven experience partnering closely with Product and Engineering teams to resolve complex technical issues and drive long-term improvements.
• Customer-focused and highly collaborative, with experience supporting enterprise or high-revenue clients and advocating effectively on their behalf.
• Excellent written and verbal communication skills, with the ability to clearly explain complex technical concepts to non-technical audiences.
• Data-oriented mindset, with experience identifying trends, creating reports, and driving continuous improvement based on insights.
• Calm, organized, and effective under pressure, with strong technical curiosity and comfort engaging in detailed technical discussions with engineers.
• Experience using support and issue-tracking tools such as Zendesk, Jira, Salesforce, or similar platforms.
• Ability to leverage AI-powered support and analytics tools as part of escalation management workflows (e.g., ticket analysis, log summarization, trend identification, and communication drafting).

• Experience supporting enterprise SaaS platforms or complex integrations.
• Background in creating or supporting custom solutions for high-value customers.
• Familiarity with incident management, SLA-driven support models, and post-incident reviews.
• Experience collaborating with Implementation or Professional Services teams.

• Own and manage high-priority customer escalations from identification through resolution.
• Act as a central point of coordination across Support, Product, Engineering, and Implementation teams, ensuring escalated tickets have clear ownership, priority, timelines, and communication plans.
• Partner directly with customers via email, phone, and screen sharing to provide updates, technical explanations, and resolution strategies.
• Support Tier 2 Support Engineers by ensuring they have the tools, access, and information required to resolve escalations effectively.
• Assist with advanced troubleshooting, root cause analysis, and workaround development.
• Translate Product and Engineering insights into clear guidance for Support and…