Ping IdentityHiring

Escalation Manager

  • Remote, United States
  • Lead
  • Posted 2 weeks ago
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In one line

Escalation manager in a global support organisation, steering complex technical cases between customers, internal teams and executives.

About the role

Suits someone who stays calm in a crisis and can restore a customer's confidence while several teams work a problem at once.

At a glance

Pay
Not stated in the posting
Remote scope
Remote, United States
Seniority
Lead
Working hours
12:00 PM to 9:00 PM PST, Monday to Friday
Skills
SaaS, Technical support, Post-mortem reviews
Posted
13 Oct 2026
Last checked
26 Oct 2026

What you will do

  • Be the main contact for support case escalations and see them through to resolution
  • Handle high-priority incidents and keep customers and executives updated
  • Triage and assign escalations, build action plans and coordinate across teams
  • Review major incidents afterwards and track response times and satisfaction scores

What they look for

  • Five or more years in enterprise technical support, two or more of them on escalations
  • Comfort talking with executive-level management
  • An understanding of SaaS organisations

A typical week

  • Work Monday to Friday, 12:00 PM to 9:00 PM PST
  • Share on-call duty
  • Analyse escalation trends and report on response and resolution metrics

How Keywordise applies for you

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ClaudeConnectorChatGPTConnectorMuseby Meta

Claude

  1. In Claude, open Settings, then Connectors, and choose Add custom connector.
  2. Name it Keywordise and paste the connector URL.
  3. Click Connect, log in to Keywordise and approve. Then send the prompt in a new chat.
Connector URL
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ChatGPT

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Connector URL
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Muse

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Message for Muse
Add a custom connector called Keywordise. It is a remote MCP server at https://keywordise.com/mcp and uses OAuth. Give me the sign-in link.

Muse is available in the US only for now.

Prompt
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How to connect

Questions about this job

Can I do this job remotely, and from which countries?

Yes. The posting lists Escalation Manager as a remote role for candidates in the United States. On hours, the posting says: 12:00 PM to 9:00 PM PST, Monday to Friday.

What does this job pay?

No pay range is stated in the posting.

What experience is needed?

It is a lead role. The posting asks for: five or more years in enterprise technical support, two or more of them on escalations; comfort talking with executive-level management; an understanding of SaaS organisations. Skills it names include SaaS, Technical support, Post-mortem reviews.

How do I apply with Keywordise AI?

Select Apply with Keywordise AI, sign up and upload your CV. Keywordise writes a CV and a cover letter for this job from your real experience and applies for you. The 7-day free trial needs no card.

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