Technical Escalation Manager
TLDR
Own and drive rapid resolution of high-impact customer escalations in a cybersecurity platform.
Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
About the Role
We 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 Responsibilities
- Own and manage critical (Severity 1 & 2) customer escalations
- Lead incident response calls (war rooms/bridge calls) with cross-functional teams
- Act as the single point of contact for escalated customers
- Drive timely resolution with clear ownership, timelines, and accountability
- Provide regular technical status updates to customers and internal leadership
- Coordinate with Engineering and Product teams for bug fixes and feature gaps
- Translate technical issues into business impact for executive stakeholders
- Ensure Root Cause Analysis (RCA) is completed for all major incidents
- Identify and drive improvements in:
- Escalation processes
- Knowledge base and troubleshooting playbooks
- Support readiness and training
- Partner with Sales and Customer Success to manage at-risk accounts and renewals
- Track and report on escalation metrics (TTR, SLA, trends)
Required Qualifications
- 8-10+ years of experience in Technical Support, Escalation Management, or Customer Engineering
- 3+ years managing high-severity escalations in enterprise SaaS or cybersecurity environments
- Strong understanding of:
- Cloud/SaaS architectures
- Cybersecurity domains (vulnerability management, compliance, web security, patching)
- Networking fundamentals (TCP/IP, DNS, firewalls)
- Proven ability to lead under pressure and manage critical incidents
- Excellent communication and stakeholder management skills
- Ability to work across global teams and time zones
Qualys is an Equal Opportunity Employer, please see our EEO policy.
Qualys builds advanced cloud-based IT security and compliance solutions, including the Enterprise TruRisk Management platform that empowers organizations to accurately measure and manage cyber risk. Serving businesses focused on securing their digital environments, Qualys distinguishes itself with its innovative AI-Native Risk Operations Center, enhancing overall cybersecurity operations.