Technical Support Escalation Manager (Cybersecurity)

Location: Bonifacio Global City, Taguig City, Philippines; hybrid working model with 2–3 days per week of in-hub collaboration.

Company

Develops an end-to-end cyber resilience platform with AI-powered capabilities, security tools, integrations, and recovery solutions for businesses.

What you will do

• Own the progress and resolution of escalated technical support issues that affect partner relationships.
• Lead cross-functional and geographically distributed virtual teams in creating and executing escalation action plans.
• Coordinate with partners, product management, engineering, technical support, executive leadership, and partner success.
• Communicate escalation status, business impact, severity, priority, and progress to internal and external stakeholders.
• Use case audits, dashboards, stand-ups, and escalation metrics to monitor trends and improve processes.
• Drive investigations toward timely and permanent resolutions through structured problem-solving and customer advocacy.

Requirements

• Bachelor’s degree or equivalent work experience.
• 5–8+ years of experience in SaaS, IT, or service operations.
• 3+ years of experience handling technical escalations.
• Strong problem-solving, analytical, decision-making, communication, and conflict-resolution skills.
• Ability to work with technical specialists, developers, product managers, executives, partners, and customers.
• Ability to work independently in an evolving, multi-faceted environment with minimal supervision.

Culture & Benefits

• Medical and dental insurance.
• Generous paid time off and observed holidays.
• Two paid volunteer days per year and fundraising opportunities.
• Employee Stock Purchase Program and company-contributed pension.
• Monthly internet, pantry, and de minimis allowances.
• Custom learning opportunities through N-ablite Learning and a hybrid collaboration model.