Escalation Manager, Degreed

• Experienced technical support professional with 4+ years in Technical Support, Escalation Management, or Support Engineering within a SaaS environment, comfortable handling complex, multi-threaded escalations in high-impact, cross-functional settings
• Strong Tier 2 troubleshooting skills, including the ability to analyze logs, debug complex SaaS systems, and understand application flow, APIs, and configuration logic to support effective escalation resolution
• Proven experience partnering closely with Product and Engineering teams to resolve complex technical issues and drive long-term improvements
• Customer-focused and highly collaborative, with experience supporting enterprise or high-revenue clients and advocating effectively on their behalf
• Excellent written and verbal communication skills, with the ability to clearly explain complex technical concepts to non-technical audiences
• Data-oriented mindset, with experience identifying trends, creating reports, and driving continuous improvement based on insights
• Calm, organized, and effective under pressure, with strong technical curiosity and comfort engaging in detailed technical discussions with engineers
• Experience using support and issue-tracking tools such as Zendesk, Jira, Salesforce, or similar platforms
• Ability to leverage AI-powered support and analytics tools as part of escalation management workflows (e.g., ticket analysis, log summarization, trend identification, and communication drafting)

Desirable

• Degreed is seeking an experienced Escalation Manager to serve as a critical bridge across Support, Product, Engineering, and Implementation in resolving complex, high-impact customer escalations
• This role is responsible for ensuring escalated issues are addressed efficiently, transparently, and with a strong focus on minimizing customer effort
• The Escalation Manager will partner closely with Tier 2 Support Engineers, enabling them with the resources, context, and cross-functional alignment needed to resolve escalations effectively
• In addition, this role will leverage data and insights to identify escalation trends, systemic risks, and opportunities to improve the customer experience and platform reliability
• This position requires strong technical troubleshooting skills, excellent interpersonal communication, and the ability to clearly articulate complex technical concepts to enterprise customers
• Own and manage high-priority customer escalations from identification through resolution
• Act as a central point of coordination across Support, Product, Engineering, and Implementation teams, ensuring escalated tickets have clear ownership, priority, timelines, and communication plans
• Partner directly with customers via email, phone, and screen sharing to provide updates, technical explanations, and resolution strategies
• Support Tier 2 Support Engineers by ensuring they have the tools, access, and information required to resolve escalations effectively
• Assist with advanced troubleshooting, root cause analysis, and workaround development
• Translate Product and Engineering insights into clear guidance for Support and customers
• Build and maintain datasets and reporting to analyze escalation trends, root causes, and risk indicators
• Identify recurring issues and systemic risks, and surface actionable insights to leadership
• Contribute to continuous improvement of escalation workflows, incident response, and cross-functional collaboration
• Review and interpret technical logs, system outputs, and diagnostic data to support escalation investigations and root cause analysis
• Partner with Engineering to translate technical findings into clear, customer-friendly explanations and next steps