Escalations Manager, Technical Support

We're scaling fast, our customer base is growing in complexity, and high-impact issues now require focused ownership. We're looking for a senior owner-operator who brings operational discipline, clarity under pressure, and strong customer presence to critical situations — and who wants to build the program, not inherit one. This role drives consistent, coordinated response across Support, Engineering, Product, and SMEs, and ensures customers receive clear, timely, and trustworthy communication during escalations. Your work will turn escalation insights into systemic improvements while strengthening trust with customers and internal partners. This is a senior individual-contributor role with broad ownership and decision-making authority. It does not include direct people management or engineering ownership.

You’ll Get to:

• Own high-severity and high-risk customer escalations, including directly handling select escalations end-to-end when appropriate, while ensuring orderly execution, clear action items, and professional follow-through.
• Engage directly with customers during critical situations, setting expectations and maintaining trust through strong communication and presence.
• Coordinate cross-functional response across Support, Engineering, Product, and subject matter experts to drive progress on complex issues.
• Translate technical inputs and resolution progress into clear, customer-safe communications, including ownership of customer-facing RCA narratives.
• Build and run the escalation operating rhythm — standups, dashboards, workflows, communication standards, and executive readouts — to ensure visibility, consistency, and accountability during active escalations.
• Provide escalation visibility and risk signal to leadership through regular readouts, executive updates, and escalation insights.
• Define and enforce escalation standards, including intake criteria, severity thresholds, communication expectations, and closure requirements.
• Identify escalation trends and systemic risk signals and partner with Support Operations and Enablement to drive follow-up improvements outside of active escalations.

What You’ll Need:

• 6+ years in technical support, customer escalations, TAM, or related roles in complex technical environments.
• Proven experience managing high-impact customer issues with sound judgment and calm execution.
• Strong technical fluency across platforms, devices, APIs, and integrations, enabling effective questioning and clear translation of outcomes.
• Demonstrated ability to coordinate cross-functional efforts and drive alignment across teams.
• Experience authoring post-incident communications or RCA documents for internal and external audiences.
• Calm, composed, and effective in high-pressure customer situations, with strong judgment around when to escalate, when to push, and how to de-escalate
• Exceptional written and verbal communication skills, including the ability to present clearly to executives and customers.
• Strong operational mindset, with comfort building frameworks, dashboards, and escalation standards.

Benefits:

• Medical, dental and vision insurance 
• Health Savings Account
• Flexible Spending Accounts
• Telehealth
• 401(k) and 401(k) match
• Life and AD&D insurance
• Short-Term and Long-Term Disability
• FTO or PTO
• Employee Well-Being program
• 11 paid holidays plus 1 inclusive holiday per year
• Volunteer Time Off
• Employee Referral program
• Education Reimbursement Program
• Employee Recognition and Appreciation program
• Additional perk and voluntary benefit programs

Salary is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.  This position is also eligible for an incentive compensation plan.  The expected hiring salary for this position is:

You’re driven to succeed and so are we. At Lytx, our mission is to protect a world in motion, and we do it by building technology and partnerships that help keep people safe on the road. The way we work is guided by our shared values: Deliver for the customer, Responsibility in every outcome, Innovate with purpose, Velocity with excellence, and Elevate each other.

If you’re looking for meaningful work, a team that challenges and supports you, and the chance to grow your career while making a real impact, we’d love to meet you.

Together, we’re helping make roadways safer and saving lives!

Lytx, Inc. is proud to be an equal opportunity employer. We’re committed to building a diverse and inclusive workforce and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, gender, genetic information, uniformed service, national origin, age, veteran status, disability, pregnancy, or any other status protected by federal or state law. We are committed to providing reasonable accommodation for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [email protected].  Lytx conducts background checks on applicants who receive a conditional offer of employment in accordance with applicable local, state, federal and regional laws. Qualified applicants with arrest or conviction records will be considered. Background check results may potentially result in the withdrawal of a conditional offer of employment and will be made in accordance with all applicable local, state, federal and regional laws.