[Remote] Escalations Manager, Technical Support
Note: The job is a remote job and is open to candidates in USA. Lytx, Inc. is a company focused on leveraging cutting-edge technology to make a positive impact on road safety. They are seeking a senior Escalations Manager for Technical Support to lead and coordinate responses to high-severity customer escalations, ensuring clear communication and operational discipline. This role involves driving systemic improvements and maintaining strong customer and internal partner trust during critical situations.
Responsibilities
• 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
Skills
• 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
Company Overview
• Every day, companies send their most valuable assets into the world. Their people. Their equipment. Their reputations. It was founded in 1998, and is headquartered in San Diego, California, USA, with a workforce of 501-1000 employees. Its website is http://www.lytx.com.
Company H1B Sponsorship
• Lytx, Inc. has a track record of offering H1B sponsorships, with 2 in 2026, 11 in 2025, 8 in 2024, 11 in 2023, 16 in 2022, 16 in 2021, 3 in 2020. Please note that this does not guarantee sponsorship for this specific role.
Responsibilities
• 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
Skills
• 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
Company Overview
• Every day, companies send their most valuable assets into the world. Their people. Their equipment. Their reputations. It was founded in 1998, and is headquartered in San Diego, California, USA, with a workforce of 501-1000 employees. Its website is http://www.lytx.com.
Company H1B Sponsorship
• Lytx, Inc. has a track record of offering H1B sponsorships, with 2 in 2026, 11 in 2025, 8 in 2024, 11 in 2023, 16 in 2022, 16 in 2021, 3 in 2020. Please note that this does not guarantee sponsorship for this specific role.