Global Technical Success & Escalation Manager - Remote

We are looking for a Global Technical Success & Escalation Manager to serve as Jabra's internal owner of business-critical escalations across our most strategic global enterprise accounts. This is a high-visibility, high-impact role that sits at the center of Sales, Product Management, Technical Support, and R&D — the connective tissue that ensures complex customer issues get the right people, the right urgency, and the right resolution. 

When a major account issue is escalated by Sales, you take the wheel. You will own the end-to-end lifecycle of that escalation: triaging the problem, mobilizing the right internal stakeholders across Product and R&D, driving accountability to resolution, and communicating clearly with both the customer and Jabra leadership throughout. You are equally comfortable in a technical deep-dive with an engineer and an executive status call with a CIO. 

This role is being built within Jabra's growing Enterprise Services organization. While escalation management is the primary focus today, this position is intentionally designed to evolve — as the services function matures, you will increasingly take on a Technical Account Manager role, proactively owning the technical relationship and strategic health of your accounts. Candidates who are excited about building something, not just running a playbook, will thrive here.

Key Responsibilities:

Escalation Ownership & Management 

• Own all business-critical and high-severity escalations across Jabra's global major accounts end-to-end — from intake through resolution, root cause analysis, and post-mortem. 

• Serve as the single internal point of accountability when Sales escalates a customer issue: triage the problem, define severity and SLA, and immediately mobilize the right cross-functional resources. 

• Navigate complex internal stakeholder environments — aligning Sales, Product Management, Technical Support, and R&D around a shared resolution plan with clear ownership and timelines. 

• Establish and maintain structured escalation processes including communication cadences, status reporting, and executive updates throughout the lifecycle of each issue. 

• Produce clear, executive-facing incident summaries and root cause analyses (RCAs) for major incidents; present findings to both internal leadership and customer stakeholders. 

• Identify recurring escalation patterns across accounts and proactively surface systemic product or process issues to Product Management and R&D to drive long-term resolution. 

• Maintain a living escalation log and dashboard that provides leadership with real-time visibility into open issues, risk levels, and resolution timelines. 

Cross-Functional Stakeholder Navigation 

• Act as the bridge between Sales and the technical organization — translating customer impact into internal urgency, and technical status into language customers and executives can act on. 

• Build trusted working relationships with Product Management and R&D so that escalations move quickly and roadmap feedback from major accounts reaches the right decision-makers. 

• Partner with Sales leadership to ensure escalation intake is consistent, well-documented, and triaged appropriately before it reaches the technical organization. 

• Represent the voice of the customer in internal forums, ensuring that recurring enterprise pain points influence product direction and are not lost in the noise of day-to-day support. 

• Contribute to escalation playbooks, resolution templates, and internal knowledge resources to improve how the broader organization handles future incidents. 

Required Qualifications 

• 7–10+ years of experience in technical escalation management, enterprise technical support, or technical account management within a B2B technology environment. 

• Demonstrated track record of owning and resolving business-critical escalations for Fortune 500 or global enterprise clients — including cross-functional stakeholder coordination under pressure. 

• Proven ability to navigate between Sales, Product Management, Technical Support, and Engineering organizations to drive issues to resolution without losing the customer relationship along the way. 

• Strong technical knowledge in at least one of the following: enterprise headset and audio/video endpoint hardware, professional video conferencing devices, or enterprise device management and fleet operations — with enough hands-on depth to credibly diagnose issues and engage with R&D. 

• Broad ecosystem awareness across the audio, video, and UCC landscape — understanding h