Technical Escalations Manager

hace 4 semanas

Tenochtitlán, México QAD A tiempo completo

Location: Remote in Mexico City | Role Type: Full-Time, Individual Contributor

Are you a highly technical leader who thrives under pressure and can drive resolution for the most critical enterprise escalations? We are seeking a Escalations Manager/Principal Customer Response Manager (CRM) to be the single point of accountability for high-risk customer accounts, ensuring rapid stabilization and resolution.

What You'll Do:

- Own the Crisis: Act as the primary escalation lead for high-impact accounts, managing issues from onset through stabilization and closure with urgency and structure.
- Drive Resolution: Develop and execute account-level stabilization plans. Proactively identify systemic issues and drive permanent resolution with key stakeholders.
- Technical Governance: Leverage deep expertise in ERP Architecture (e.g., SAP, Oracle, Dynamics) and SaaS infrastructure to guide resolution strategies, challenge proposed fixes, and hold technical teams (Engineering, Cloud Ops) accountable.
- Cross-Functional Leadership: Coordinate and align Support, Engineering, and Product teams to remove technical blockers and accelerate timelines. You will lead without formal authority.
- Communicate & Influence: Deliver clear, structured, and timely communications on status, risks, and next steps to internal executive stakeholders and customers.

What You'll Bring:

- 5+ years in enterprise technical escalation management or critical response roles, ideally within a SaaS or ERP environment.
- Strong technical background in ERP application architecture, system integrations, and infrastructure troubleshooting.
- Proficiency in troubleshooting operating systems (Unix/Windows), networking, and working knowledge of database tasks (e.g., Progress DBA, SQL).
- Proven ability to coordinate multiple high-priority issues simultaneously under pressure.
- Bachelor’s degree in IT, Computer Science, or equivalent experience.

Additional information

- This role is fully remote in Mexico city
- Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
- Opportunity to join a growing business, launching into its next phase of expansion and transformation.
- Collaborative culture of smart and hard-working people who support one another to get the job done.
- An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or Hierarchy.
- Compensation packages based on experience and desired skill set

  • Technical Escalations Manager

    hace 4 semanas

    Tenochtitlán, México QAD A tiempo completo

    Location: Remote in Mexico City | Role Type: Full-Time, Individual Contributor Are you a highly technical leader who thrives under pressure and can drive resolution for the most critical enterprise escalations? We are seeking a Escalations Manager/Principal Customer Response Manager (CRM) to be the single point of accountability for high-risk customer...

  • Technical Escalations Manager

    hace 3 semanas

    Tenochtitlán, México Qad A tiempo completo

    Location: Remote in Mexico City | Role Type: Full-Time, Individual ContributorAre you a highly technical leader who thrives under pressure and can drive resolution for the most critical enterprise escalations?We are seeking a Escalations Manager/Principal Customer Response Manager (CRM) to be the single point of accountability for high-risk customer...

  • Technical Escalations Manager

    hace 4 semanas

    Tenochtitlán, México QAD A tiempo completo

    Location: Remote in Mexico City | Role Type: Full-Time, Individual ContributorAre you a highly technical leader who thrives under pressure and can drive resolution for the most critical enterprise escalations? We are seeking a Escalations Manager/Principal Customer Response Manager (CRM) to be the single point of accountability for high-risk customer...

  • Technical Escalations Manager

    hace 4 semanas

    Tenochtitlán, México QAD A tiempo completo

    Location: Remote in Mexico City | Role Type: Full-Time, Individual ContributorAre you a highly technical leader who thrives under pressure and can drive resolution for the most critical enterprise escalations? We are seeking a Escalations Manager/Principal Customer Response Manager (CRM) to be the single point of accountability for high-risk customer...

  • Technical Escalation Specialist

    hace 3 semanas

    Tenochtitlán, México Bebeeescalation A tiempo completo

    Technical Escalation ExpertWe are seeking an experienced Technical Escalation Manager to lead high-risk customer accounts, ensuring rapid stabilization and resolution.This role is ideal for a technical leader who thrives under pressure and can drive resolution for complex enterprise escalations.You will own the crisis, drive resolution, and provide technical...

  • Head Of Engineering

    hace 3 semanas

    Tenochtitlán, México Bebeeengineering A tiempo completo

    A leading engineering firm in Veracruz, Mexico, is seeking an experienced Engineering Manager/Technical Lead to oversee a team and drive technical projects.The ideal candidate should have a strong engineering background, excellent leadership, and communication skills.Responsibilities include managing and mentoring the engineering team, leading projects from...

  • Head of Engineering

    hace 3 semanas

    Tenochtitlán, México beBeeEngineering A tiempo completo

    A leading engineering firm in Veracruz, Mexico, is seeking an experienced Engineering Manager/Technical Lead to oversee a team and drive technical projects. The ideal candidate should have a strong engineering background, excellent leadership, and communication skills. Responsibilities include managing and mentoring the engineering team, leading projects...

  • Head of Engineering

    hace 3 semanas

    Tenochtitlán, México beBeeEngineering A tiempo completo

    A leading engineering firm in Veracruz, Mexico, is seeking an experienced Engineering Manager/Technical Lead to oversee a team and drive technical projects. The ideal candidate should have a strong engineering background, excellent leadership, and communication skills. Responsibilities include managing and mentoring the engineering team, leading projects...

  • Technical Manager

    hace 3 semanas

    Tenochtitlán, México GlobalLogic A tiempo completo

    We’re Hiring: Engineering Manager Job Responsibilities Lead and manage engineering teams comprising 20+ direct and indirect reports across geographies( USA and India) Drive the implementation of data-intensive and scalable cloud-based applications, with hands-on experience in Java and modern cloud platforms. Own end-to-end project planning, estimation, and...

  • Technical Manager

    hace 3 semanas

    Tenochtitlán, México GlobalLogic A tiempo completo

    We’re Hiring: Engineering Manager Job ResponsibilitiesLead and manage engineering teams comprising 20+ direct and indirect reports across geographies( USA and India)Drive the implementation of data-intensive and scalable cloud-based applications, with hands-on experience in Java and modern cloud platforms.Own end-to-end project planning, estimation, and...