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

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Demonstrates expertise in managing customer relationships and technical support in the information security and technology sectors, with a focus on customer satisfaction and operational excellence. Proficient in data analysis and account improvement strategies to enhance customer experience and mitigate risks.

Highest-signal resume keywords

Customer Satisfaction DrivenTechnical Support ManagementData Analysis and PresentationLeadership and Influencing SkillsDatabase Skills (Oracle and MS SQL Server)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Facing Technical RoleKey ManagementData ProtectionEncryptionHardware Security ModuleProject ManagementAccount Improvement StrategiesOperational Program ManagementPublic Cloud PlatformsAWS Familiarity

Soft Skills

Strong Interpersonal SkillsCustomer EmpathyExcellent Written CommunicationExcellent Verbal CommunicationHighly Organized

Tools & Technologies

OracleMS SQL ServerAWSVMware vCloud AirMicrosoft Azure

Industry Keywords

Information SecurityTechnology MarketCustomer Success ManagementOperational SteadinessCustomer Experience Risks

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 to ensure optimal performance and operational steadiness.
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 issues, solution use cases, implementation schedules, and milestones.
Develop plans with customers to mitigate delays and resolve issues.
Periodically visit assigned customers, if possible, to obtain feedback on solution and service performance.
Bring customer needs and expectations into Thales and advocate on customers’ behalf.
Coordinate cross-functional efforts to provide customer support and solutions and ensure customer satisfaction.
Attend and support CSM-led regional business review meetings as required.
Develop, implement, and propose account-improvement strategies.
Execute lessons learned to resolve issues promptly and reduce future escalations.
Coordinate with the CSM team on maintenance renewal and retention activities.
Assess customer health and report to management on customer experience risks and recommended 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 widely known products for Key management, Data protection, Encryption and Hardware Security module.
Be customer satisfaction driven.
Have strong leadership and influencing skills.
Track and manage multiple customer product operational based programs from inception to implementation.
Be able to collect, analyze, present data in support of recommendations.
Possess the ability to foster working relationships and establish trust across organizational lines both internally and with customers.
Have excellent written and verbal communication skills.
Have strong interpersonal skills and customer empathy.
Be highly organized with an ability to balance multiple projects and escalations in a fast-paced environment.
Be willing to travel to customer and regional sales sites as needed.
Degree in Engineering, Computer Science and or another relevant field of study (preferred).
Database skills (Oracle and MS SQL Server).
Knowledge of Public cloud platforms; familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. 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.