Technical Escalations Manager Jobs

Everlaw

Location:
United States, Washington, D.C.

Category:
IT - Administration

Contract Type:
Not provided

Salary:

45.20 - 57.70 USD / Hour

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Job Description:

As a Technical Escalations Manager, you'll be the key escalation point for complex technical issues, ensuring seamless resolution for high-priority customer tickets. You'll use your egoless communication by acting as a bridge between frontline support, customer success, and product teams, advocating for customer needs while driving continuous improvements in support efficiency and product functionality. Your technical expertise, analytical mindset, and customer-centric approach will contribute to optimizing support processes and enhancing overall customer satisfaction. You'll use your set your own bar with hands-on troubleshooting, strong cross-functional collaboration, and a strategic approach to problem-solving within the eDiscovery and SaaS space.

Job Responsibility:

Achieve product certification by completing comprehensive Everlaw training modules
Deliver exceptional customer support by starting on the support queue
Collaborate effectively with team members, using open communication, to resolve complex client issues and enhance customer experience
Actively participate in performance and development meetings with your manager to establish development goals and strategies
Develop expertise in specific product areas and continuously expand your overall platform knowledge
Build strong relationships with Product and Engineering teams to contribute to product enhancements and internal process improvements
Act as the primary escalation point for complex technical issues that require deeper troubleshooting beyond frontline support
Own escalated customer tickets from start to resolution, ensuring prompt communication and a seamless support experience
Work closely with engineering, product, and QA teams to escalate, diagnose, and resolve technical challenges efficiently
Conduct root cause analysis (RCA) to prevent recurring issues and recommend process improvements
Provide hands-on technical guidance for customers navigating advanced product features, integrations, and system configurations
Investigate and resolve tickets using support ticketing platforms such as Zendesk, Salesforce, and Jira/Podio
Act as a trusted technical advisor for key accounts, ensuring escalated issues do not hinder adoption or retention
Work closely with Customer Success Managers (CSMs) to proactively mitigate risks for high-touch accounts
Engage with public sector clients to provide tailored technical guidance, particularly for regulated industries where compliance, security, and service continuity are critical
Demonstrate an understanding of the unique requirements, constraints, and expectations of public sector organizations
Identify opportunities for proactive customer engagement to reduce future escalations and enhance satisfaction
Partner with Support leadership and Product teams to provide insights on customer pain points and advocate for feature enhancements
Contribute to the refinement of support processes, automation, and self-service documentation to enhance operational efficiency
Monitor and analyze customer support KPIs (e.g., resolution time, escalation trends, CSAT) to drive continuous improvement
Collaborate with Product and User Education teams to develop knowledge base articles, training materials, and internal documentation

Requirements:

At least 5 years of experience in Technical Support, Escalation Management, or Incident Response within a SaaS or eDiscovery environment
Strong troubleshooting skills with a track record of diagnosing and resolving complex technical issues
Experience handling escalations and working cross-functionally with Engineering, Product, and Customer Success teams
Hands-on experience with Zendesk, Salesforce, and eDiscovery platforms (e.g., Everlaw, RelOne, Disco, Nuix)
A data-driven mindset with experience tracking and improving support KPIs
Excellent communication skills, with the ability to translate technical concepts into customer-friendly language
Familiarity with cloud-based SaaS environments, APIs, and integrations
This role is contingent on clearing a criminal background check and agency suitability clearance

Nice to have:

Experience working with public sector or regulated industry clients
Knowledge of SQL, API troubleshooting, or automation tools
Certifications in eDiscovery, Incident Response, or Cloud Security
Experience in process improvement, documentation, or knowledge management

What we offer:

Medical, dental, wellness program
Paid parental leave
Professional development
Fully stocked kitchen
Equity program
401(k) retirement plan with company matching
Health, dental, and vision
Flexible Spending Accounts for health and dependent care expenses
Paid parental leave and approximately 10 days (80 hours) per year of sick leave
Seventeen paid vacation days plus 11 federal holidays
Membership to Modern Health to help employees prioritize mental health and wellness
Annual allocation for Learning & Development opportunities and applicable professional membership dues
Company-sponsored life and disability insurance
Monthly home internet reimbursement
Select your preference of hardware (Mac or PC) and customize your desk setup
Enjoy a wide variety of snacks and beverages in the office
Bond over company-wide out-of-the-box events and fun activities with your team
Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
Take advantage of learning and career development opportunities

Additional Information:

Job Posted:
December 08, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Technical Escalations Manager