Technical Support Escalation Director

The Escalations Director (ED) is a senior, cross-functional leadership role created to manage and resolve customer escalations that have moved beyond technical troubleshooting into the realm of business and political risk.

Requirements

• Significant experience in a customer-facing leadership role within a B2B cybersecurity or enterprise SaaS environment (typically 8+ years)
• Demonstrated experience managing complex, high-stakes customer situations involving senior stakeholders on both sides
• Familiarity with Privileged Access Management (PAM), Identity Security, or adjacent cybersecurity domains — sufficient to engage credibly with both technical teams and security-conscious customers
• Proven ability to operate effectively under pressure and drive outcomes in ambiguous, fast-moving situations through influence rather than authority
• Strong executive presence with the ability to command confidence in a room, whether with customers, peers, or company leadership
• Exceptional written and verbal communication skills, with the ability to produce the right communication at the right time for the right audience
• Demonstrated success collaborating across multiple functions (Support, Professional Services, Customer Success, Product Management, Product Engineering, Renewals, and Sales)

Benefits

• Competitive salaries
• Meaningful bonus program
• Excellent benefits
• Healthcare insurance
• Pension/retirement matching
• Comprehensive life insurance
• Employee assistance program
• Time off plans
• Paid company holidays

Originally posted on Himalayas