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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.
Key Skills
- 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).
Nice-to-Have Skills
- Experience supporting enterprise SaaS platforms or complex integrations.
- Background in creating or supporting custom solutions for high-value customers.
- Familiarity with incident management, SLA-driven support models, and post-incident reviews.
- Experience collaborating with Implementation or Professional Services teams.
Key Responsibilities
- 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.
Compensation
Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to: skill set, depth of experience, certifications, specific work location, and internal equity.
Benefits
We take care of our people with a comprehensive benefits package designed to support your well-being, growth, and success.
View the full details here: https://px.sequoia.com/globalcompanybenefits
🌍 Diversity & Inclusion – We celebrate diverse perspectives and backgrounds, fostering an inclusive environment where everyone can thrive and contribute.
📈 Growth Mindset – Learning is at the heart of what we do. We empower our employees to continuously develop their skills and grow their careers in alignment with their unique strengths and aspirations.
🤝 Collaboration – The best ideas come from working together. We cultivate a culture of open communication, teamwork, and shared success.
By joining Degreed, you’ll be part of a community that values learning, collaboration, and meaningful impact. If you’re passionate about driving change through upskilling and workforce transformation, we encourage you to apply and contribute to our mission.
Work Environment & Physical DemandsDegreed offers flexible work arrangements tailored to each role. Some positions are fully remote, while others follow a hybrid model for employees near an office. Please check the job details for role-specific requirements.
For remote and hybrid roles, you’ll collaborate virtually using tools like Zoom and Slack. This role may require prolonged computer use and stationary work, with the ability to interpret written and verbal communication effectively.
We are committed to creating an inclusive and adaptable work environment that enables every team member to thrive and do their best work.
Degreed is an equal opportunity employer committed to fostering a workplace free from discrimination and harassment. We do not discriminate based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all aspects of employment, including recruitment, hiring, career development, compensation, and training.
💡 Accessibility & Accommodations – We are dedicated to full inclusion and will provide reasonable accommodations for applicants with disabilities throughout the hiring process. If you need assistance, please let us know.
🔍 Fair Hiring Practices – In compliance with the San Francisco Fair Chance Ordinance, we consider qualified applicants with arrest and conviction records.
📄 E-Verify Participation – Degreed participates in the E-Verify employment verification program.
If you’re applying from specific regions, your personal data may be processed in line with applicable privacy laws, including the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). To understand how we handle applicant data, please review our Global Data Privacy Notice and related policies:
• Global Privacy Notice
• DPR Compliance Details
By submitting your application, you acknowledge and agree to our use and processing of your data in compliance with applicable laws.
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❌ Conduct recruitment via WhatsApp, Telegram, or direct-messaging platforms.
❌ Request sensitive personal or financial information in unsolicited communications.
❌ Offer jobs requiring upfront payments or promising unrealistic returns.
✅ Official Degreed communications will always come from a @degreed.com email address or phone number during the hiring process.
If you encounter suspicious activity, please report it immediately. Stay vigilant and protect yourself from fraud.
