Escalations Manager, Technical Support
Lytx, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: San Diego • California • United States
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Salary
💰 $97,000 - $123,000 per year
About the role
- Own high-severity and high-risk customer escalations, including directly handling select escalations end-to-end when appropriate, while ensuring orderly execution, clear action items, and professional follow-through.
- Engage directly with customers during critical situations, setting expectations and maintaining trust through strong communication and presence.
- Coordinate cross-functional response across Support, Engineering, Product, and subject matter experts to drive progress on complex issues.
- Translate technical inputs and resolution progress into clear, customer-safe communications, including ownership of customer-facing RCA narratives.
- Build and run the escalation operating rhythm — standups, dashboards, workflows, communication standards, and executive readouts — to ensure visibility, consistency, and accountability during active escalations.
- Provide escalation visibility and risk signal to leadership through regular readouts, executive updates, and escalation insights.
- Define and enforce escalation standards, including intake criteria, severity thresholds, communication expectations, and closure requirements.
- Identify escalation trends and systemic risk signals and partner with Support Operations and Enablement to drive follow-up improvements outside of active escalations.
Requirements
- 6+ years in technical support, customer escalations, TAM, or related roles in complex technical environments.
- Proven experience managing high-impact customer issues with sound judgment and calm execution.
- Strong technical fluency across platforms, devices, APIs, and integrations, enabling effective questioning and clear translation of outcomes.
- Demonstrated ability to coordinate cross-functional efforts and drive alignment across teams.
- Experience authoring post-incident communications or RCA documents for internal and external audiences.
- Calm, composed, and effective in high-pressure customer situations, with strong judgment around when to escalate, when to push, and how to de-escalate.
- Exceptional written and verbal communication skills, including the ability to present clearly to executives and customers.
- Strong operational mindset, with comfort building frameworks, dashboards, and escalation standards.
Benefits
- Medical, dental and vision insurance
- Health Savings Account
- Flexible Spending Accounts
- Telehealth
- 401(k) and 401(k) match
- Life and AD&D insurance
- Short-Term and Long-Term Disability
- FTO or PTO
- Employee Well-Being program
- 11 paid holidays plus 1 inclusive holiday per year
- Volunteer Time Off
- Employee Referral program
- Education Reimbursement Program
- Employee Recognition and Appreciation program
- Additional perk and voluntary benefit programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportcustomer escalationsRCA documentsAPIsintegrationsdashboardsescalation standardsworkflow managementcross-functional coordinationrisk signal identification
Soft Skills
strong communicationcalm executionsound judgmenteffective questioningde-escalationcomposed under pressurealignment across teamsvisibility and accountabilityprofessional follow-throughcustomer trust maintenance