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 how devices, software, UC platforms (Microsoft Teams, Zoom, Cisco WebEx), and endpoint management tooling interact in enterprise environments. 

• Excellent written and verbal communication skills: equally effective in a technical troubleshooting session with an engineer and a priority escalation call with a CIO. 

• Experience producing executive-facing RCAs, incident communications, and escalation status reports. 

• Self-directed and highly organized — capable of managing multiple concurrent escalations and account relationships without losing attention to detail or urgency. 

• Comfortable working in an evolving, build-it-as-you-go environment; someone who can operate without a fully defined playbook and contribute to building one. 

Preferred Qualifications:

• Hands-on experience with Jabra products across the headset, speakerphone, and video device portfolio — including familiarity with Jabra management software (Jabra Plus, Jabra Xpress, Jabra Direct). 

• Experience with contact center audio technology, professional AV, or enterprise peripheral ecosystems. 

• ITIL certification or demonstrated knowledge of ITIL service management frameworks. 

• Experience working in a globally distributed team across multiple time zones. 

• Proficiency in CRM and ticketing platforms (Salesforce, Dynamics ServiceNow, ADO, Jira, Aha, or equivalent). 

• Understanding of enterprise network best practices and experience working with enterprise IT organizations  

• Work with iconic global enterprise brands on genuinely complex, high-stakes technical challenges. 

• Be part of a close-knit global team that values technical depth, customer empathy, and accountability. 

• Competitive compensation package including base salary, performance bonus, and comprehensive benefits. 

• Flexible remote-first work model with a culture that trusts you to own your outcomes. 

• A clearly defined growth path from escalation management into Technical Account Management as Jabra's Enterprise Services capability scales — you will help shape what that function becomes. 

We believe that your personality is an important factor leading to success in the role 

There is a lot of stakeholder management in this role, and we expect you to collaborate naturally with others to create results. You thrive in an environment with a strong entrepreneurial spirit which requires that you are self-driven and can effortlessly create structure in your work and projects. You naturally take accountability for projects, and we expect that you are analytical and data driven. 

Pay Transparency Notice:

Depending on your work location, the target annual salary for this position can range from $100,000.00 to $140,000.00 base with an additional Bonus plan. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, and paid vacation and holidays.

We encourage you to apply

Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferrable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well.

 We are committed to an inclusive recruitment process

Jabra welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. Jabra is part of the GN group, which operates in more than 90 countries across the world. Founded in 1869, GN group today has more than 6,000 employees. 

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Disability Accommodation:

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected] or call 978-606-2210. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

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