Technical Escalations Manager

As a Technical Escalations Manager, you will be the key escalation point for complex technical issues, ensuring seamless resolution for high-priority customer tickets. You will act as a bridge between frontline support, customer success, and product teams, advocating for customer needs while driving continuous improvements in support efficiency and product functionality. Your technical expertise, analytical mindset, and customer-centric approach will contribute to optimizing support processes and enhancing overall customer satisfaction.

This is an individual contributor role that requires hands-on troubleshooting, strong cross-functional collaboration, and a strategic approach to problem-solving within the eDiscovery and SaaS space. This role will require a post-offer criminal background check and agency suitability clearance, as you may work with clients in the public sector or other regulated environments.

Getting started

• We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals.
• We’re excited for you to learn, grow, and contribute right away! We trust that you’ll bring experience and knowledge that will uplift and uplevel the team, but we don’t expect you to know everything on Day 1.

Key Responsibilities

In Your Role You’ll

• Achieve product certification by completing comprehensive Everlaw training modules
• Deliver exceptional customer support by starting on the support queue
• Collaborate effectively with team members, using open communication, to resolve complex client issues and enhance customer experience
• Actively participate in performance and development meetings with your manager to establish development goals and strategies
• Develop expertise in specific product areas and continuously expand your overall platform knowledge
• Build strong relationships with Product and Engineering teams to contribute to product enhancements and internal process improvements

Technical & Escalation Support

• Act as the primary escalation point for complex technical issues that require deeper troubleshooting beyond frontline support
• Own escalated customer tickets from start to resolution, ensuring prompt communication and a seamless support experience
• Work closely with engineering, product, and QA teams to escalate, diagnose, and resolve technical challenges efficiently
• Conduct root cause analysis (RCA) to prevent recurring issues and recommend process improvements
• Provide hands-on technical guidance for customers navigating advanced product features, integrations, and system configurations
• Investigate and resolve tickets using support ticketing platforms such as Zendesk, Salesforce, and Jira/Podio

Customer Advocacy & Success Alignment

• Act as a trusted technical advisor for key accounts, ensuring escalated issues do not hinder adoption or retention
• Work closely with Customer Success Managers (CSMs) to proactively mitigate risks for high-touch accounts
• Engage with public sector clients to provide tailored technical guidance, particularly for regulated industries where compliance, security, and service continuity are critical
• Demonstrate an understanding of the unique requirements, constraints, and expectations of public sector organizations
• Identify opportunities for proactive customer engagement to reduce future escalations and enhance satisfaction

Product & Process Improvement

• Partner with Support leadership and Product teams to provide insights on customer pain points and advocate for feature enhancements
• Contribute to the refinement of support processes, automation, and self-service documentation to enhance operational efficiency
• Monitor and analyze customer support KPIs (e.g., resolution time, escalation trends, CSAT) to drive continuous improvement
• Collaborate with Product and User Education teams to develop knowledge base articles, training materials, and internal documentation

What We’re Looking For

• 8+ years of experience in Technical Support, Escalation Management, or Incident Response within a SaaS or eDiscovery environment
• Strong troubleshooting skills with a track record of diagnosing and resolving complex technical issues
• Experience handling escalations and working cross-functionally with Engineering, Product, and Customer Success teams
• Hands-on experience with Zendesk, Salesforce, and eDiscovery platforms (e.g., Everlaw, RelOne, Disco, Nuix)
• Data-driven mindset with experience tracking and improving support KPIs
• Excellent communication skills, with the ability to translate technical concepts into customer-friendly language
• Familiarity with cloud-based SaaS environments, APIs, and integrations
• This role is contingent on clearing a criminal background check and agency suitability clearance

Nice-to-Have Skills

• Experience working with public sector or regulated industry clients
• Knowledge of SQL, API troubleshooting, or automation tools
• Certifications in eDiscovery, Incident Response, or Cloud Security
• Experience in process improvement, documentation, or knowledge management

Why Join Us?

• Play a critical role in enhancing customer experience and product advocacy
• Work in a fast-paced, innovative environment with a highly collaborative team
• Competitive salary and comprehensive benefits package (health, dental, vision)
• Flexible work arrangements, including remote options
• Career development opportunities, including training and certification programs
• Be part of a team that values innovation, problem-solving, and customer success
• Make a meaningful impact by supporting mission-driven public sector organizations and helping them achieve success through reliable and secure technical solutions.

Benefits

• The expected hourly rate range for this role is between $58.18 and $67.79 per hour. The final offered hourly rate will be dependent upon many factors including the candidate’s experience and skills. The base pay range is subject to change in the future.
• Equity program.
• 401(k) retirement plan with company matching.
• Health, dental, and vision.
• Flexible Spending Accounts for health and dependent care expenses.
• Paid parental leave and approximately 10 days (80 hours) per year of sick leave.
• Seventeen paid vacation days plus 11 federal holidays.
• Membership to Modern Health to help employees prioritize mental health and wellness.
• Annual allocation for Learning & Development opportunities and applicable professional membership dues.
• Company-sponsored life and disability insurance.
• Find out more about our Benefits and Perks.

Perks

• Work in our downtown Washington D.C office on Mondays, Wednesdays and Thursdays.
• Flexible work-from-home days on Tuesdays and Fridays.
• Monthly home internet reimbursement.
• Select your preference of hardware (Mac or PC) and customize your desk setup
• Enjoy a wide variety of snacks and beverages in the office.
• Bond over company-wide out-of-the-box events and fun activities with your team.
• Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice.
• Take advantage of learning and career development opportunities.
• Ranked #9 on Glassdoor's Best Places to Work 2023 for US small and medium companies
• One of Wealthfront’s 2021 Career Launching Companies, and ranked #2 on the “2022 Bay Area Best Places to Work” list by the San Francisco Business Times and the Silicon Valley Business Journal
• One of Fast Company’s World's Most Innovative Companies for 2022 and proud contributor of free ediscovery resources to benefit the greater good through “Everlaw for Good”
• #LI-Hybrid

Pursue Truth While Finding Yours

At Everlaw, we are deeply invested in pursuing the truth, for our clients and for our employees. We know that when you’re empowered to pursue your passions, it is reflected in the work. That’s why we’re committed to the professional growth of all our team members, offering an annual learning and development stipend and regular career check-ins with managers. If you’re looking for a place that values passion, integrity, and a desire to learn, we’d love to hear from you!