Escalations Manager, Technical Support

Responsibilities 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. Qualifications 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 escape, 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 and Compensation 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. Salary is based on a number of factors including market location and may vary depending on job‑related knowledge, skills, and experience. This position is also eligible for an incentive compensation plan. Expected hiring salary for this position: $97,000.00 - $123,000.00. Equal Opportunity & Accommodations Lytx, Inc. is proud to be an equal opportunity employer. We’re committed to building a diverse and inclusive workforce and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, gender, genetic information, uniformed service, national origin, age, veteran status, disability, pregnancy, or any other status protected by federal or state law. We are committed to providing reasonable accommodation for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email View email address on click.appcast.io. #J-18808-Ljbffr