Jabra is hiring a Global Technical Success & Escalation Manager - Remote

Jabra is seeking a Global Technical Success & Escalation Manager to lead high-severity escalations for enterprise clients. This remote role bridges Sales, Product Management, Technical Support, and R&D to ensure critical customer issues receive timely resolution, executive visibility, and systemic follow-up as part of Jabra's growing Enterprise Services organization.

What You'll Do

• Own all business-critical and high-severity escalations across Jabra's global major accounts end-to-end — from intake through resolution, root cause analysis, and post-mortem.
• Serve as the single internal point of accountability when Sales escalates a customer issue: triage the problem, define severity and SLA, and immediately mobilize the right cross-functional resources.
• Navigate complex internal stakeholder environments — aligning Sales, Product Management, Technical Support, and R&D around a shared resolution plan with clear ownership and timelines.
• Establish and maintain structured escalation processes including communication cadences, status reporting, and executive updates throughout the lifecycle of each issue.
• Produce clear, executive-facing incident summaries and root cause analyses (RCAs) for major incidents; present findings to both internal leadership and customer stakeholders.
• Identify recurring escalation patterns across accounts and proactively surface systemic product or process issues to Product Management and R&D to drive long-term resolution.
• Maintain a living escalation log and dashboard that provides leadership with real-time visibility into open issues, risk levels, and resolution timelines.
• Act as the bridge between Sales and the technical organization — translating customer impact into internal urgency, and technical status into language customers and executives can act on.
• Build trusted working relationships with Product Management and R&D so that escalations move quickly and roadmap feedback from major accounts reaches the right decision-makers.
• Partner with Sales leadership to ensure escalation intake is consistent, well-documented, and triaged appropriately before it reaches the technical organization.
• Represent the voice of the customer in internal forums, ensuring that recurring enterprise pain points influence product direction and are not lost in the noise of day-to-day support.
• Contribute to escalation playbooks, resolution templates, and internal knowledge resources to improve how the broader organization handles future incidents.

What We're Looking For

• 7–10+ years of experience in technical escalation management, enterprise technical support, or technical account management within a B2B technology environment.
• Demonstrated track record of owning and resolving business-critical escalations for Fortune 500 or global enterprise clients — including cross-functional stakeholder coordination under pressure.
• Proven ability to navigate between Sales, Product Management, Technical Support, and Engineering organizations to drive issues to resolution without losing the customer relationship along the way.
• Strong technical knowledge in at least one of the following: enterprise headset and audio/video endpoint hardware, professional video conferencing devices, or enterprise device management and fleet operations — with enough hands-on depth to credibly diagnose issues and engage with R&D.
• Broad ecosystem awareness across the audio, video, and UCC landscape — understanding how devices, software, UC platforms (Microsoft Teams, Zoom, Cisco WebEx), and endpoint management tooling interact in enterprise environments.
• Excellent written and verbal communication skills: equally effective in a technical troubleshooting session with an engineer and a priority escalation call with a CIO.
• Experience producing executive-facing RCAs, incident communications, and escalation status reports.
• Self-directed and highly organized — capable of managing multiple concurrent escalations and account relationships without losing attention to detail or urgency.
• Comfortable working in an evolving, build-it-as-you-go environment; someone who can operate without a fully defined playbook and contribute to building one.

Nice to Have

• Hands-on experience with Jabra products across the headset, speakerphone, and video device portfolio — including familiarity with Jabra management software (Jabra Plus, Jabra Xpress, Jabra Direct).
• Experience with contact center audio technology, professional AV, or enterprise peripheral ecosystems.
• ITIL certification or demonstrated knowledge of ITIL service management frameworks.
• Experience working in a globally distributed team across multiple time zones.
• Proficiency in CRM and ticketing platforms (Salesforce, Dynamics ServiceNow, ADO, Jira, Aha, or equivalent).
• Understanding of enterprise network best practices and experience working with enterprise IT organizations.

Technical Stack

• Microsoft Teams
• Zoom
• Cisco WebEx
• Jabra Plus
• Jabra Xpress
• Jabra Direct
• Salesforce
• Dynamics ServiceNow
• ADO
• Jira
• Aha

Team & Environment

• Part of Jabra's growing Enterprise Services organization, bridging Sales, Product Management, Technical Support, and R&D.
• Work within a close-knit global team that values technical depth, customer empathy, and accountability.

Benefits & Compensation

• Work with iconic global enterprise brands on genuinely complex, high-stakes technical challenges.
• Be part of a close-knit global team that values technical depth, customer empathy, and accountability.
• Competitive compensation package including base salary, performance bonus, and comprehensive benefits.
• Flexible remote-first work model with a culture that trusts you to own your outcomes.
• A clearly defined growth path from escalation management into Technical Account Management as Jabra's Enterprise Services capability scales — you will help shape what that function becomes.
• Health insurance
• 401(k) plan
• Paid vacation and holidays
• Annual bonuses
• Target annual salary range from $100,000.00 to $140,000.00 base
• Performance bonus
• Annual bonuses

Work Mode

• Flexible remote-first work model
• Global team with distributed presence

Jabra welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We are committed to an inclusive recruitment process.