Degreed

Escalation Manager

Degreed

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Salary

💰 £60,000 - £65,000 per year

About the role

  • 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 customers.
  • Build and maintain datasets and reporting to analyze escalation trends, root causes, and risk indicators.
  • Identify recurring issues and systemic risks, and surface actionable insights to leadership.
  • Contribute to continuous improvement of escalation workflows, incident response, and cross-functional collaboration.
  • Review and interpret technical logs, system outputs, and diagnostic data to support escalation investigations and root cause analysis.
  • Partner with Engineering to translate technical findings into clear, customer-friendly explanations and next steps.

Requirements

  • 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.
Benefits
  • We take care of our people with a comprehensive benefits package designed to support your well-being, growth, and success.
  • View the full details here: https://px.sequoia.com/globalcompanybenefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportescalation managementtroubleshootingroot cause analysisdata analysisAPI understandingconfiguration logicreport creationdebuggingSaaS systems
Soft Skills
customer-focusedcollaborativecommunicationorganizationalcalm under pressuretechnical curiosityadvocacyproblem-solvinganalytical mindsetcross-functional collaboration