Hybrid Escalations Manager, Technical Support

at Lytx, Inc.

• Job title: Escalations Manager, Technical Support
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $97,000 - $123,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, San Diego, United States

About the role

• Escalations Manager in Technical Support for Lytx’s video telematics solutions. Handling high-severity customer escalations and coordinating cross-functional teams to provide effective resolutions.

Responsibilities

• Own high-severity and high-risk customer escalations, including directly handling select escalations end-to-end when appropriate, while ensuring orderly execution, clear action items, and professional follow-through.
• Engage directly with customers during critical situations, setting expectations and maintaining trust through strong communication and presence.
• Coordinate cross-functional response across Support, Engineering, Product, and subject matter experts to drive progress on complex issues.
• Translate technical inputs and resolution progress into clear, customer-safe communications, including ownership of customer-facing RCA narratives.
• Build and run the escalation operating rhythm — standups, dashboards, workflows, communication standards, and executive readouts — to ensure visibility, consistency, and accountability during active escalations.
• Provide escalation visibility and risk signal to leadership through regular readouts, executive updates, and escalation insights.
• Define and enforce escalation standards, including intake criteria, severity thresholds, communication expectations, and closure requirements.
• Identify escalation trends and systemic risk signals and partner with Support Operations and Enablement to drive follow-up improvements outside of active escalations.

Requirements

• 6+ years in technical support, customer escalations, TAM, or related roles in complex technical environments.
• Proven experience managing high-impact customer issues with sound judgment and calm execution.
• Strong technical fluency across platforms, devices, APIs, and integrations, enabling effective questioning and clear translation of outcomes.
• Demonstrated ability to coordinate cross-functional efforts and drive alignment across teams.
• Experience authoring post-incident communications or RCA documents for internal and external audiences.
• Calm, composed, and effective in high-pressure customer situations, with strong judgment around when to escalate, when to push, and how to de-escalate.
• Exceptional written and verbal communication skills, including the ability to present clearly to executives and customers.
• Strong operational mindset, with comfort building frameworks, dashboards, and escalation standards.

Benefits

• Medical, dental and vision insurance
• Health Savings Account
• Flexible Spending Accounts
• Telehealth
• 401(k) and 401(k) match
• Life and AD&D insurance
• Short-Term and Long-Term Disability
• FTO or PTO
• Employee Well-Being program
• 11 paid holidays plus 1 inclusive holiday per year
• Volunteer Time Off
• Employee Referral program
• Education Reimbursement Program
• Employee Recognition and Appreciation program
• Additional perk and voluntary benefit programs