Technical Escalation Manager

Responsibilities

• Own and manage critical (Severity 1 & 2) customer escalations end-to-end
• Lead incident response calls, including war rooms and bridge calls, with cross-functional teams
• Act as the single point of contact for escalated enterprise customers
• Drive timely resolution by establishing clear ownership, timelines, and accountability
• Provide regular technical status updates to customers and internal leadership
• Coordinate with Engineering and Product teams to address bug fixes and feature gaps
• Ensure Root Cause Analysis (RCA) is completed for all major incidents
• Identify and drive improvements in escalation processes, troubleshooting playbooks, and support readiness
• Track and report on key escalation metrics such as TTR and SLA trends

Requirements

• 8-10+ years of experience in Technical Support, Escalation Management, or Customer Engineering
• 3+ years of experience managing high-severity escalations in enterprise SaaS or cybersecurity environments
• Strong understanding of Cloud/SaaS architectures
• Deep knowledge of cybersecurity domains, including vulnerability management, compliance, and web security
• Solid grasp of networking fundamentals such as TCP/IP, DNS, and firewalls
• Proven ability to lead under pressure and manage critical incidents
• Excellent communication and stakeholder management skills
• Ability to work effectively across global teams and various time zones

About the Company

Qualys, Inc. (NASDAQ: QLYS) is a pioneer and leading provider of disruptive cloud-based security, compliance, and IT solutions. With more than 10,000 subscription customers worldwide, including a majority of the Forbes Global 100 and Fortune 100, Qualys helps organizations streamline and automate their security and compliance solutions onto a single platform for greater agility and better business outcomes.