Qualys
Technical Escalation Manager
Raleigh
Sponsorship not specifiedDetected 26 days ago
Incident ResponseStakeholder ManagementCustomer SuccessCustomer SupportTCP/IPDNSFirewallLeadershipCommunication
About the role
- 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.
- Act as the single point of contact for escalated customers
- Provide regular technical status updates to customers and internal leadership
Responsibilities
- Own and manage critical (Severity 1 & 2) customer escalations
- Lead incident response calls (war rooms/bridge calls) with cross-functional teams
- Drive timely resolution with clear ownership, timelines, and accountability
- Identify and drive improvements in:
- Support readiness and training
- Partner with Sales and Customer Success to manage at-risk accounts and renewals
Requirements
- 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:
- Ability to work across global teams and time zones
- Knowledge base and troubleshooting playbooks
Company info
- We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform.
This listing is sourced directly from Qualys's careers page and normalized into a canonical job model.