Technical support escalation leadership with Thales serves Ontario-based customers remotely, coordinating critical disruptions, migrations, and operational stability.

As an Escalation Manager, you manage escalation activities for high-value accounts within Thales Client Services. You act as customer advocate while coordinating technical support, account plans, and cross-functional solutions. The work includes key management, data protection, encryption, and Hardware Security Module environments.

Key Responsibilities:

- Manage escalations for assigned high-value customer accounts
- Coordinate solutions supporting customer implementation schedules
- Lead cross-functional efforts addressing critical disruptions
- Report customer health, risks, and improvement recommendations
- Support renewals and retention with Customer Success Management

Requirements:

- Eight-plus years in customer-facing technical roles
- Information security or technology market experience
- Hands-on key management and encryption product experience
- Solid leadership, influence, communication, and empathy
- Ability to manage multiple programs and escalations

Bring technical escalation management, customer advocacy, and security product expertise to Thales accounts across Canada remotely.

📌 Technical Support Escalation Manager (Montreal)
🏢 Thales Group
📍 Montreal