Technical Escalations Manager

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