Technical Escalation Manager

Want to be a part of a company that’s making a difference?
We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.
**Impact**: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.
**Innovation**: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.
**Growth**: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.
We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.
Our culture code, a set of principles that underpins our values, is our commitment to each other and working better together.
Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact
About the Role
The Technical Escalation Manager acts as a critical link between support, engineering, and customer success teams, driving resolution of technical issues that impact our customers and business continuity. The responsibilities include end-to-end ownership of escalations, transparent stakeholder communication, and driving continuous improvement through root cause analysis and cross-functional collaboration.
**Key Responsibilities**:
Escalation & Incident Ownership
Take responsibility for the management and coordination of high-priority technical escalations from customers.
Ensure timely resolution by facilitating collaboration between internal teams and tracking progress until closure.
Prioritise and triage escalated issues based on customer impact and business urgency.
Customer & Stakeholder Communication
Act as the point of contact for escalated customers, providing clear, consistent updates throughout the resolution process.
Partner with Customer Success Managers and Account Teams to manage expectations and preserve customer trust.
Deliver post-incident summaries and participate in customer-facing reviews when needed.
Monitoring & Reporting
Track key metrics such as escalation volume, time to resolution, and customer satisfaction.
Identify trends in recurring issues and escalate internally for preventative action or product improvement.
Provide regular reporting to internal stakeholders and leadership to ensure visibility and accountability.
Continuous Improvement & Prevention
Lead post-incident reviews to identify root causes and prevent repeat issues.
Collaborate with support and product teams to enhance documentation, response workflows, and internal knowledge sharing.
Contribute to internal training and enablement to improve frontline handling of complex issues.
Cross-Functional Collaboration
Work closely with engineering and product teams to ensure escalated issues are understood, prioritised, and resolved.
Represent the voice of the customer during internal discussions around product reliability and supportability.
Help align escalation processes across departments to ensure consistent, scalable responses to critical issues.
**What we're looking for**:
3-5 years of experience managing complex technical escalations with cross-functional teams and strategic customers, ensuring clear communication and high customer satisfaction throughout the incident lifecycle
Proven track record of identifying patterns in escalations, leading root cause analyses, and driving process or product improvements to prevent issue recurrence
Demonstrated ability to lead the resolution of high-pressure, time-sensitive incidents while maintaining professionalism and customer confidence
Solid understanding of SaaS platforms, APIs, and general troubleshooting workflows
**Familiarity with Support Systems. (current systems**: Salesforce Service Cloud and Jira, including escalation workflows)
Proficient in microservices architecture, authentication protocols, system integrations, and ensuring uptime dependencies
Highly organised and detail-oriented, able to manage competing priorities in a fast-paced, dynamic environment
Excellent verbal and written communication skills; capable of translating complex technical issues into clear updates for both technical and non-technical audiences
Strong commitment to delivering exceptional customer experience and serving as the voice of the customer dur