Customer Escalation Manager

About the Job

Own and manage critical customer escalations for large enterprise customers (primarily utility companies & investor-owned utilities).

Act as the single point of contact during incidents, managing customer communication, hosting/leading calls, and tracking action items to closure.

Collaborate with Engineering, Support, and Cloud Operations to resolve incidents involving APIs, Node.js services, web servers, load balancers, Cloudflare CDN, and other infrastructure components.

Apply technical troubleshooting/programming background to accelerate resolution.

Domain knowledge of utility messaging and extreme weather notifications is a strong plus.

Responsibilities

Incident Management

• Serve as primary customer contact during critical incidents.
• Schedule and lead escalation calls, ensuring updates and agreed next steps are clear.
• Track and drive all action items to closure.
• Partner with Customer Success Managers (CSMs) to align escalation handling with account strategy.

Technical Oversight

• Oversee resolution of incidents involving APIs, Node.js, servers, load balancers, Cloudflare CDN, and cloud infra.
• Translate technical issues into business impact for customers.
• Provide hands-on troubleshooting or code/configuration review if technically capable.

Cross-Functional Coordination

• Collaborate with Engineering, Support, and Cloud Ops to break down complex issues into actionable steps.
• Align on incident priorities, deadlines, and dependencies.
• Escalate internally when blockers threaten resolution timelines.

Communication & Reporting

• Send frequent, accurate status updates to customers and stakeholders.
• Keep leadership informed of status, risks, and mitigation.
• Document incident details, root cause, and resolution for post-incident reviews.

Post-Incident Activities

• Validate resolution with the customer before closing.
• Conduct post-mortems to identify lessons learned and process improvements.
• Update internal playbooks and knowledge base.

Requirements

Required:

• 5+ years in customer-facing roles in enterprise SaaS, technical support, or incident management. 8+ years of IT experience.
• Strong technical understanding of APIs, Node.js, servers, load balancers, Cloudflare CDN, and cloud infrastructure.
• Proven track record coordinating high-severity incidents across multiple teams.
• Exceptional communication skills for technical and executive audiences.
• Strong organizational skills; ability to manage multiple escalations under pressure.
• Flexibility to work across the US Eastern/Pacific time zones.

Preferred:

• Background as a programmer or technical engineer.
• Experience with utility messaging & extreme weather notification systems.
• Knowledge of ITIL incident management practices.
• Familiarity with SaaS architecture, cloud hosting, and distributed systems.
• Understanding of utility industry regulations & operations.
  

About us:

TEKHQS is a global technology solutions provider headquartered in Lake Forest, California, with an offshore team of 300+ experts based in Pakistan. We specialize in Web 2.0 (Web & Mobile App Development), Web 3.0 (Blockchain & Crypto Platform Development), AI/ML Solutions, and ERP services as a certified partner of SAP S/4HANA, Oracle NetSuite, and Microsoft Dynamics 365 Business Central. Our expertise includes implementation, training, customization, integration, support, IT staff augmentation, and certified ERP consultancy.