Escalations Manager (Technical Support)

TL;DR

Escalations Manager (Technical Support): Driving high-impact customer issue resolution and building a scalable escalation program with an accent on cross-functional coordination between Support, Engineering, and Product. Focus on establishing operational rhythms, defining communication standards, and translating technical incidents into clear, customer-safe narratives.

Location: Onsite in San Diego, CA

Salary: $97,000 - $123,000

Company

hirify.global is a technology company dedicated to improving road safety through advanced video telematics and data-driven partnerships.

What you will do

• Own high-severity and high-risk customer escalations end-to-end, ensuring orderly execution and professional follow-through.
• Coordinate cross-functional responses across Support, Engineering, and Product teams to drive progress on complex issues.
• Build and manage the escalation operating rhythm, including standups, dashboards, and communication standards.
• Translate technical inputs into clear, customer-facing RCA narratives and executive updates.
• Define and enforce escalation standards, including intake criteria, severity thresholds, and closure requirements.
• Identify systemic risk signals and partner with operations teams to drive long-term process improvements.

Requirements

• 6+ years of experience in technical support, customer escalations, or TAM roles within complex technical environments.
• Strong technical fluency across platforms, devices, APIs, and integrations.
• Proven ability to coordinate cross-functional efforts and drive alignment across diverse teams.
• Experience authoring post-incident communications or RCA documents for internal and external audiences.
• Exceptional written and verbal communication skills with the ability to present clearly to executives.
• Strong operational mindset with experience building frameworks and dashboards.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) plan with company match.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Education Reimbursement Program.
• 11 paid holidays plus 1 inclusive holiday per year.
• Employee Well-Being and Recognition programs.