Escalation Manager – Technical Support

Thales

. Manage all escalation activities for assigned high-value customer accounts or accounts nominated by the Thales Customer Success Management team .

Posted 10/21/2026full-timeRemote • CanadaSeniorLead💰 CA$131,947 - CA$180,613 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer relationships and technical support in the information security and technology sectors, with a focus on customer satisfaction, operational program management, and effective communication. Proven ability to lead cross-functional teams and advocate for customer needs while implementing strategic improvements.

Highest-signal resume keywords

Customer-Facing Technical Role ExperienceKey Management and Data Protection ExpertiseStrong Leadership and Influencing SkillsDatabase Skills Including Oracle and MS SQL ServerKnowledge of Public Cloud Platforms

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Key ManagementData ProtectionEncryptionHardware Security ModulesOperational Program ManagementData Analysis and PresentationProject ManagementCustomer Health AssessmentImplementation Strategy DevelopmentEscalation Management

Soft Skills

Customer Satisfaction DrivenStrong Interpersonal SkillsExcellent Written and Verbal CommunicationAbility to Foster Working RelationshipsHighly Organized

Tools & Technologies

OracleMS SQL ServerAWSVMware vCloud AirMicrosoft Azure

Industry Keywords

Information SecurityTechnology MarketCustomer Success ManagementCustomer Experience RisksAccount Improvements

Tech Stack

Tools & technologies

AWSAzureCloudMS SQL ServerOracleSQLVMware

About the role

Key responsibilities & impact

Manage all escalation activities for assigned high-value customer accounts or accounts nominated by the Thales Customer Success Management team
Manage the technical support interface with assigned customer accounts
Serve as the primary voice of the customer and advocate during critical disruptions or lengthy hardware/software migration and upgrade projects
Meet regularly with assigned accounts to understand customer issues, solution use cases, implementation schedules, and key milestones
Develop plans with customers to mitigate delays and resolve issues supporting implementation schedules
Periodically visit assigned customers to obtain feedback on solution and service performance
Bring customer needs and expectations into Thales and advocate on customers’ behalf
Lead and coordinate cross-functional efforts to provide customer support and solutions
Attend and support CSM-led regional business review meetings as required
Develop, implement, and propose strategies to strengthen account improvements
Execute lessons learned to fix issues promptly and reduce escalations and improve products and processes
Coordinate with the CSM team on maintenance renewal and retention initiatives
Assess customer health and report to management on customer experience risks and proposed improvements

Requirements

What you’ll need

8+ years of experience in a customer-facing technical role supporting customers in an information security or technology market
Hands-on experience with products for key management, data protection, encryption, and Hardware Security Modules
Customer satisfaction driven
Strong leadership and influencing skills
Ability to track and manage multiple customer product operational programs from inception to implementation
Ability to collect, analyze, and present data in support of recommendations
Ability to foster working relationships and establish trust across organizational lines internally and with customers
Excellent written and verbal communication skills
Strong interpersonal skills and customer empathy
Highly organized, with ability to balance multiple projects and escalations in a fast-paced environment
Willingness to travel to customers and regional sales sites as needed
Degree in Engineering, Computer Science, or another relevant field of study preferred
Database skills, including Oracle and MS SQL Server preferred
Knowledge of public cloud platforms; familiarity with AWS, VMware vCloud Air, and Microsoft Azure is an advantage

Benefits

Comp & perks

Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program
Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period
Company paid holidays, vacation days, and paid sick leave
Voluntary Life, AD&D, Critical Illness, Long-Term Disability
Employee Discounts on home, auto, and gym membership
Full-time employee benefits for employees working 24 or more hours per week and eligible dependents
Accommodation support throughout the interview process