other
Added 4 days agoTechnical Escalation Manager
at Qualys
Raleigh, United StatesOn-site
Requirements
- experience in Technical Support, Escalation Management, or Customer Engineering 3+ years managing high-severity escalations in enterprise SaaS or cybersecurity environments Strong understanding of: Cloud/SaaS architectures Cybersecurity domains (vulnerability management, compliance, web security, patching) Networking fundamentals (TCP/IP, DNS, firewalls) Proven ability to lead under pressure and manage critical incidents Excellent communication and stakeholder management skills Ability to work across
Experience
- Qualifications 8-10+ years of
Additional details
- Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
- About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform.
- In this role, you will act as the primary owner of critical escalations, driving rapid resolution of complex technical problems while ensuring clear communication with enterprise customers and internal stakeholders.
- You will work closely with Support, Engineering, Product, and Customer Success teams to manage escalations end-to-end, improve processes, and enhance overall customer experience. Key
- Responsibilities Own and manage critical (Severity 1 & 2) customer escalations Lead incident response calls (war rooms/bridge calls) with cross-functional teams Act as the single point of contact for escalated customers Drive timely resolution with clear ownership, timelines, and accountability Provide regular technical status updates to customers and internal leadership Coordinate with Engineering and Product teams for bug fixes and feature gaps Translate technical issues into business impact for