Technical Escalation Manager

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!About the RoleWe are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform.In this role, you will act as the primary owner of critical escalations, driving rapid resolution of complex technical problems while ensuring clear communication with enterprise customers and internal stakeholders.You will work closely with Support, Engineering, Product, and Customer Success teams to manage escalations end-to-end, improve processes, and enhance overall customer experience. Key ResponsibilitiesOwn and manage critical (Severity 1 & 2) customer escalationsLead incident response calls (war rooms/bridge calls) with cross-functional teamsAct as the single point of contact for escalated customersDrive timely resolution with clear ownership, timelines, and accountabilityProvide regular technical status updates to customers and internal leadershipCoordinate with Engineering and Product teams for bug fixes and feature gapsTranslate technical issues into business impact for executive stakeholdersEnsure Root Cause Analysis (RCA) is completed for all major incidentsIdentify and drive improvements in:Escalation processesKnowledge base and troubleshooting playbooksSupport readiness and trainingPartner with Sales and Customer Success to manage at-risk accounts and renewalsTrack and report on escalation metrics (TTR, SLA, trends)Required Qualifications8-10+ years of experience in Technical Support, Escalation Management, or Customer Engineering3+ years managing high-severity escalations in enterprise SaaS or cybersecurity environmentsStrong understanding of:Cloud/SaaS architecturesCybersecurity domains (vulnerability management, compliance, web security, patching)Networking fundamentals (TCP/IP, DNS, firewalls)Proven ability to lead under pressure and manage critical incidentsExcellent communication and stakeholder management skillsAbility to work across global teams and time zonesQualys is an Equal Opportunity Employer, please see our EEO policy.SummaryLocation: RaleighType: Full time