Own and resolve high-severity technical escalations for major global enterprise customers, serving as the central point of accountability from initial alert through final resolution and post-mortem analysis. You will ensure every critical issue is triaged promptly, staffed with the right internal experts, and tracked to closure with full transparency.
Key Responsibilities
- Act as the primary internal contact when Sales escalates a critical customer issue — assess severity, define response timelines, and activate cross-functional teams across Technical Support, R&D, and Product Management.
- Coordinate resolution efforts across departments, aligning stakeholders around clear action plans, ownership, and deadlines, even under intense pressure.
- Develop and maintain structured escalation workflows, including communication rhythms, status reporting, and executive updates throughout the incident lifecycle.
- Produce concise, executive-ready summaries and root cause analyses for major incidents, presenting findings to both leadership and customer representatives.
- Track and analyze escalation trends to identify systemic product or operational gaps, then advocate for long-term fixes with Product and Engineering teams.
- Maintain a real-time escalation dashboard that gives leadership visibility into active issues, risk levels, and projected resolution windows.
- Translate technical details into business impact for non-technical stakeholders, and customer concerns into actionable context for engineering teams.
- Strengthen collaboration with Product and R&D to accelerate resolution and ensure enterprise feedback shapes future development priorities.
- Partner with Sales leadership to improve escalation intake quality, documentation, and triage before technical teams are engaged.
- Represent customer needs in internal forums, ensuring recurring pain points inform product direction and aren’t lost in routine operations.
- Develop and refine escalation playbooks, resolution templates, and knowledge resources to strengthen organizational readiness.
Qualifications
Required: 7–10+ years in technical escalation, enterprise support, or technical account management within B2B technology. Proven experience managing critical issues for large global clients, with strong coordination across Sales, Product, Support, and Engineering. Solid technical grounding in enterprise audio/video endpoints, UC platforms (Teams, Zoom, WebEx), or device fleet management. Must be able to communicate effectively with engineers and executives alike. Experience creating incident reports and RCAs is essential. Highly organized, self-driven, and comfortable operating in fluid environments where processes are still evolving.
Preferred Background
- Hands-on experience with Jabra devices and management tools (Jabra Direct, Xpress, Plus).
- Familiarity with contact center audio, professional AV, or enterprise peripheral ecosystems.
- ITIL certification or working knowledge of service management frameworks.
- Experience in globally distributed teams across time zones.
- Proficiency in CRM and ticketing systems such as Salesforce, ServiceNow, Jira, ADO, or Aha.
- Understanding of enterprise networking and experience working with IT organizations.
Work Environment
This is a remote-first role with a flexible model designed to support autonomy and ownership. You’ll work across time zones as part of a close-knit global team that values technical rigor, customer focus, and personal accountability. The organization supports entrepreneurial initiative and rewards those who build structure where it’s needed.
Compensation & Growth
The base salary range is $100,000 to $140,000, with eligibility for performance bonuses and annual incentives. Additional benefits include health insurance, 401(k), paid vacation, and holidays. This role offers a clear path to advancement into Technical Account Management as the enterprise services function grows — you’ll help define what that future looks like.
