Technical Escalation Manager
databricks
Technical Escalation Manager
qualys· QLYS_US Qualys, Inc.
About this role
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 executive stakeholders
- Ensure Root Cause Analysis (RCA) is completed for all major incidents
- Identify and drive improvements in:
- Escalation processes
- Knowledge base and troubleshooting playbooks
- Support readiness and training
- Partner with Sales and Customer Success to manage at-risk accounts and renewals
- Track and report on escalation metrics (TTR, SLA, trends)
Required Qualifications
- 8-10+ years of 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 global teams and time zones
Qualys is an Equal Opportunity Employer, please see our EEO policy.
Frequently Asked Questions
Is the salary disclosed for the Technical Escalation Manager position at qualys?
The salary for this Technical Escalation Manager role at qualys is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Technical Escalation Manager position at qualys located?
This Technical Escalation Manager role at qualys is based in Raleigh. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Technical Escalation Manager role at qualys full-time or part-time?
This is listed as a Full time position. It is posted as a Technical Escalation Manager role in the QLYS_US Qualys, Inc. department at qualys.
Which team or department does the Technical Escalation Manager at qualys belong to?
This Technical Escalation Manager position is part of the QLYS_US Qualys, Inc. department at qualys. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Technical Escalation Manager position at qualys?
Click the "Apply Now" button on this page. You will be redirected to qualys's official application portal hosted on workday where you can submit your application directly.
Technical Escalation Manager
qualys
You'll be redirected to qualys's official application page on Workday.