Technical Support Escalations Manager (Nights)

Location: USA Remote & Travel; up to 15% travel to client and customer locations may be required. Shift: Thu-Sat, every other Wed, 5 pm-5 am EST.

Salary: $108,000-$148,500 base pay annually, plus medical, dental, vision, disability, 401(k), PTO and other benefits.

Company

AI-powered robotic and software platform for high-density warehouse automation and supply chain operations.

What you will do

• Serve as the primary customer contact during high-impact incidents and escalations.
• Provide clear, structured updates and manage expectations around impact, timelines, and next steps.
• Coordinate Engineering, Implementation, Customer Operations, vendors, site teams, and other stakeholders.
• Remove operational, procedural, and communication blockers so technical teams can focus on diagnosis and recovery.
• Drive escalation paths, maintain situational awareness across parallel workstreams, and coordinate structured handoffs.
• Support post-incident reviews and improve customer communication playbooks and escalation protocols.

Requirements

• Bachelor’s degree in a related field or equivalent experience.
• At least 8 years supporting enterprise customers during critical incidents or outages.
• Experience in incident management, SRE, technical operations, or technical account management.
• Strong understanding of escalation frameworks and cross-functional coordination.
• Experience managing customer-facing escalations and translating technical updates clearly.
• Ability to remain calm under pressure, manage stakeholders, and drive resolution.

Culture & Benefits

• Remote work in the USA with customer travel of up to 15%.
• Valid driver’s license and ability to drive and/or fly to customer locations required.
• Business travel expenses are reimbursed according to program guidelines; a personal credit card may be required during onboarding.
• Benefits include medical, dental, vision, disability, 401(k), and PTO.