$116,908-157,826/year
Jobgether
Texas, USA
This position is posted by Jobgether on behalf of Alation. We are currently looking for a Sr. Technical Escalation Manager in Texas. This is a high-impact role designed for a strategic thinker with a passion for customer success and technical problem-solving. As a Sr. Technical Escalation Manager, you'll serve as a critical bridge between customers and internal teams, ensuring technical roadblocks are swiftly removed and the customer experience is continuously improved. You’ll work closely with account managers and support teams to ensure account health, advocate for customer needs, and deliver real business value. Ideal candidates thrive in fast-paced environments, are highly organized, and have strong interpersonal and technical acumen. This is your opportunity to be part of a team that helps customers maximize their investment in AI-ready data solutions. Accountabilities: Act as the primary point of contact for managing and resolving technical escalations within your assigned customer portfolio. Leverage in-depth product knowledge to guide customers through challenges and identify optimal workarounds. Collaborate with product, engineering, and support teams to troubleshoot and document technical issues, ensuring alignment with business outcomes. Proactively monitor customer account health and implement strategies to reduce risk and promote retention and growth. Use insights from customer data and ticketing systems to provide actionable recommendations that enhance user engagement and product usage. Advocate internally for the customer by voicing their needs and influencing product enhancements and service improvements. Participate in executive business reviews, contributing technical insights that drive customer satisfaction and loyalty. Requirements Minimum of 5 years in Technical Support, Technical Services, or Escalation/Incident Management roles. At least 3 years of experience in Customer Success, Technical Account Management, or supporting complex, business-critical enterprise systems. Excellent written and verbal communication skills, with the ability to convey customer impact to both technical and executive stakeholders. Strong interpersonal and empathy-driven communication skills for handling sensitive customer interactions. Experience with enterprise software applications and distributed systems, including ticketing and analytics tools. Ability to work under pressure while maintaining clear focus and critical thinking. Passion for improving escalation processes and frameworks. Flexibility to work across time zones to support a global customer base. Benefits Competitive salary range: $116,908 – $157,826 (depending on experience and location) Equity participation program Flexible work arrangements to support work-life balance Inclusive, collaborative, and innovation-focused company culture Career development, training, and mentorship opportunities Global, diverse team working on cutting-edge data intelligence solutions Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching. When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly. 🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements. 📊 It compares your profile to the job’s core requirements and past success factors to determine your match score. 🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role. 🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed. The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team. Thank you for your interest! #LI-CL1