Technical Customer Escalation Manager (AdTech)

Location: Hybrid in San Francisco, Little Rock, New York, or Seattle, United States

Annual base compensation: $106,500–$140,500

Company

hirify.global provides data collaboration infrastructure for brands, retailers, financial services providers, and healthcare innovators, supporting marketing AI and customer insight initiatives.

What you will do

• Own the full lifecycle of high-priority customer escalations from intake and triage through resolution and post-escalation review.
• Coordinate Support, Engineering, Product, Customer Success, Sales, and executive stakeholders around ownership, risks, timelines, and next steps.
• Translate API failures, data pipeline issues, integration errors, and platform outages into concise executive and customer-facing updates.
• Maintain escalation tickets, trackers, action items, resolution statements, root cause summaries, and path-forward documentation.
• Analyze escalation trends and metrics, including time-to-acknowledge, time-to-resolution, volume, and repeat issue rates.
• Build escalation playbooks, communication templates, and operating standards, and participate in the P0 and high-severity on-call rotation.

Requirements

• Bachelor’s or master’s degree in computer science, technology, engineering, mathematics, or another quantitative discipline.
• 5+ years of experience in technical support, escalation management, incident management, technical account management, customer success operations, or a related post-sales technical environment.
• Experience managing complex, multi-stakeholder situations under pressure and driving teams toward resolution.
• Ability to communicate technical details clearly to both executive and technical audiences.
• Familiarity with SaaS platforms, APIs, data workflows, or enterprise software environments.
• Availability for weeknight and weekend on-call coverage, with strong project management skills in a SaaS environment.

Nice to have

• Experience with Salesforce Service Cloud, Zendesk, JIRA, PagerDuty, or equivalent tools.
• Familiarity with data connectivity, identity resolution, AdTech, MarTech, or data collaboration ecosystems.
• Experience creating escalation playbooks, runbooks, post-mortem frameworks, or operational documentation.
• Background in technical program management, support engineering, or site reliability-adjacent roles.
• PMP certification or Lean Six Sigma training.

Culture & Benefits

• Work within a global customer support organization serving enterprise customers and partners.
• Collaborate closely with Support leadership, Customer Success, Engineering, and Product.
• Help build a scalable support function focused on responsive, technically credible, and operationally excellent service.
• Compensation is determined by experience, skills, geography, and internal equity, with a comprehensive total compensation package and benefits.