We are redirecting you to the source. If you are not redirected in 3 seconds, please click here.

Sr. Technical Escalation Manager (Remote - Texas) at Jobgether. This position is posted by Jobgether on behalf of Alation. We are currently looking for a Sr. Technical Escalation Manager in Texas.. This is a high-impact role designed for a strategic thinker with a passion for customer success and technical problem-solving. As a Sr. Technical Escalation Manager, you'll serve as a critical bridge between customers and internal teams, ensuring technical roadblocks are swiftly removed and the customer experience is continuously improved. You’ll work closely with account managers and support teams to ensure account health, advocate for customer needs, and deliver real business value. Ideal candidates thrive in fast-paced environments, are highly organized, and have strong interpersonal and technical acumen. This is your opportunity to be part of a team that helps customers maximize their investment in AI-ready data solutions.. . Accountabilities:. . Act as the primary point of contact for managing and resolving technical escalations within your assigned customer portfolio.. . Leverage in-depth product knowledge to guide customers through challenges and identify optimal workarounds.. . Collaborate with product, engineering, and support teams to troubleshoot and document technical issues, ensuring alignment with business outcomes.. . Proactively monitor customer account health and implement strategies to reduce risk and promote retention and growth.. . Use insights from customer data and ticketing systems to provide actionable recommendations that enhance user engagement and product usage.. . Advocate internally for the customer by voicing their needs and influencing product enhancements and service improvements.. . Participate in executive business reviews, contributing technical insights that drive customer satisfaction and loyalty.. . . . Minimum of 5 years in Technical Support, Technical Services, or Escalation/Incident Management roles.. . At least 3 years of experience in Customer Success, Technical Account Management, or supporting complex, business-critical enterprise systems.. . Excellent written and verbal communication skills, with the ability to convey customer impact to both technical and executive stakeholders.. . Strong interpersonal and empathy-driven communication skills for handling sensitive customer interactions.. . Experience with enterprise software applications and distributed systems, including ticketing and analytics tools.. . Ability to work under pressure while maintaining clear focus and critical thinking.. . Passion for improving escalation processes and frameworks.. . Flexibility to work across time zones to support a global customer base.. . Company Location: United States.