Technical Escalation Manager, EcoOnline
NAM
Health & safety, chemical and ESG software
Be an early applicant
Health & safety, chemical and ESG software
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To help our customers create safe, sustainable, efficient, and attractive workplaces through user-friendly SaaS tools.
Role
Who you are
- 3–5 years of experience managing complex technical escalations with cross-functional teams and strategic customers, ensuring clear communication and high customer satisfaction throughout the incident lifecycle
- Proven track record of identifying patterns in escalations, leading root cause analyses, and driving process or product improvements to prevent issue recurrence
- Demonstrated ability to lead the resolution of high-pressure, time-sensitive incidents while maintaining professionalism and customer confidence
- Solid understanding of SaaS platforms, APIs, and general troubleshooting workflows
- Familiarity with Support Systems. (current systems: Salesforce Service Cloud and Jira, including escalation workflows)
- Proficient in microservices architecture, authentication protocols, system integrations, and ensuring uptime dependencies
- Highly organised and detail-oriented, able to manage competing priorities in a fast-paced, dynamic environment
- Excellent verbal and written communication skills; capable of translating complex technical issues into clear updates for both technical and non-technical audiences
- Strong commitment to delivering exceptional customer experience and serving as the voice of the customer during internal prioritisation and product discussions
- Flexibility to work across multiple time zones when necessary to meet customer and team needs
What the job involves
- The Technical Escalation Manager acts as a critical link between support, engineering, and customer success teams, driving resolution of technical issues that impact our customers and business continuity
- The responsibilities include end-to-end ownership of escalations, transparent stakeholder communication, and driving continuous improvement through root cause analysis and cross-functional collaboration
- Take responsibility for the management and coordination of high-priority technical escalations from customers
- Ensure timely resolution by facilitating collaboration between internal teams and tracking progress until closure
- Prioritise and triage escalated issues based on customer impact and business urgency
- Act as the point of contact for escalated customers, providing clear, consistent updates throughout the resolution process
- Partner with Customer Success Managers and Account Teams to manage expectations and preserve customer trust
- Deliver post-incident summaries and participate in customer-facing reviews when needed
- Track key metrics such as escalation volume, time to resolution, and customer satisfaction
- Identify trends in recurring issues and escalate internally for preventative action or product improvement
- Provide regular reporting to internal stakeholders and leadership to ensure visibility and accountability
- Lead post-incident reviews to identify root causes and prevent repeat issues
- Collaborate with support and product teams to enhance documentation, response workflows, and internal knowledge sharing
- Contribute to internal training and enablement to improve frontline handling of complex issues
- Work closely with engineering and product teams to ensure escalated issues are understood, prioritised, and resolved
- Represent the voice of the customer during internal discussions around product reliability and supportability
- Help align escalation processes across departments to ensure consistent, scalable responses to critical issues
Our take
Workplace safety lies primarily in the hands of workers and employees. EcoOnline has set out to challenge unsafe work environments and practices by providing employee training and workplace safety solutions in the form of EHS and chemical management SaaS tools.
Its solutions are extremely customisable and so cover a wide range of different industries. This has enabled the company to attract customers such as the NHS, Siemens, Legoland and Johnson & Johnson.
EcoOnline is constantly adding newer EHS areas such as sustainability to its portfolio of solutions which will help expand its customer base even further. Backed by strong institutional investors, listed on the Oslo exchange, and boosted by several acquisitions, the company is well set to see continued growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
29% employee growth in 12 months
Company
Funding (1 round)
Feb 2019
$0.5m
GRANT
Total funding: $0.5m
Company benefits
- 🌴 Generous Paid Time Off
- 🍼 Extended Parental Leave
- ❤️🩹 Robust Health Coverage
- 💡 Accelerated Learning Paths
- 🧘♂️Team Wellness Initiatives
- 📆 Company-wide Events
- 🌎 Employee Resource Groups
- ⭐️ Recognition awards
Company HQ
London, UK
Leadership
Tom Goodmanson
(CEO)Tom has a wealth of leadership experience, having served as Sr. Manager at KPMG, President and CEO of Calabrio, CFO of Magenic Technologies, and CFAO at Gelco Expense Management.
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