Own and lead the company’s most critical technical escalations, particularly those involving executive customers, multi-product complexity, or material revenue risk
Act as the single-threaded escalation owner, accountable from intake through stabilization and formal exit
Translate technical failures into clear business impact, ensuring resolution paths align to customer outcomes and retention goals
Diagnose root cause through close partnership with Support, Engineering, Product, and Solutions leaders
Direct cross-functional escalation teams, clearly defining ownership, expectations, timelines, and success criteria
Lead executive-level internal and external escalation meetings with structured communication and clear decision points
Maintain escalation prioritization, action plans, and executive summaries for leadership visibility
Drive post-escalation reviews to surface systemic issues and reduce repeat failures
Partner with the RDR Program Lead to evolve escalation criteria, operating cadence, and scale readiness

10+ years of relevant experience leading complex, high-impact technical escalations in a SaaS environment
Strong technical foundation in Salesforce (SFDC) or Microsoft Dynamics
Experience in Support, Solutions Engineering, or technical customer-facing leadership roles
Solid understanding of modern SaaS architectures and current technology trends
Ability to operate independently with minimal oversight and high executive exposure
Working knowledge of SQL, REST APIs, and experience communicating with executive leadership strongly preferred

Director, Technical Escalations

Key skills