{"id":3657837,"url":"https://alion.io/job/centralreach-technical-escalation-manager","title":"Technical Escalation Manager","company":{"id":673381,"name":"CentralReach","domain":"centralreach.com","url":"https://alion.io/company/centralreach","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fort Lauderdale, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":55000,"max":70000,"currency":"USD","period":"year","gross":null,"usd_annual":70000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-03T00:17:53Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-04T02:23:31Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, we enable therapy providers, educators, and employers to scale the way they deliver ABA and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction. \nThe Technical Escalation Manager is responsible for case escalations from the Customer-facing teams to our Product organization. To be successful in this role, you must possess strong inter-departmental skills to ensure the features being advocated for are the right ones for our customers. \nKey Accountabilities: \nTriangulation between Customer Success, Sales, Support and Product regarding customer technical issues and requests \nReplicate and document cases in an actionable and succinct manner \nAssist in assigning prioritization for technical issues, requests, and bugs \nCase grooming: Provide context and further documentation around support issues \nServe as a resource for Support Members to engage with Customers and provide context around product cases (defects and feature requests) \nProactive with communicating case updates and manage expectations around delivery \nMeet targets set for response time, resolution time, and customer satisfaction. \nDesired Skills and Experience: \n2+ years in the ABA space with domain around Clinical and Practice Management \n1+ years experience in a B2B SaaS company \nAnalytical and process-oriented mindset \nClear, effective and communication skills \nAbility to prioritize work and shift priorities as needed to meet deadlines \nStrong communication and presentation skills \nAbility to work in fast-paced, team environment with a high sense of urgency \nExcellent organizational skills \nAbility to diagnose, recreate an issue \nStrong empathy for customers, comfortable acting as the customer’s voice internally to support and other departments \nAbility to build cross-functional relationships \nPositive and professional demeanor \nHighly organized with superb attention to detail \nProven ability to work in an ever-changing environment \nAbility to communicate clearly and concisely, verbally and in writing \nExercise sound judgment and work successfully with all employee levels, regardless of background \nCollaboration and team-oriented mindset \nBe comfortable working in a distributed, semi-virtual environment \nBe able to take minimal direction from others and provide maximal output for yourself (and others) \nBase Salary Range\n$55,000—$70,000 USD\nBacked by Roper Technologies, Inc. (Nasdaq: ROP), CentralReach is entering an exciting phase of growth, innovation, and scale. \nRecognized as one of the best places to work over 10 times by organizations such as Inc, Built In, and NJBIZ, our culture is centered around impact, inclusion, and flexibility. As a hybrid company with collaborative offices in Ft. Lauderdale, FL; Holmdel, NJ; and Verona, Italy, we foster a workplace where top talent can thrive and make a real difference in the lives of those we serve.\nWe offer competitive compensation, comprehensive health benefits, generous PTO, 401(k) matching, and paid parental leave to our full-time employees. Our team members also enjoy hybrid work schedules, career development support, wellness programs, and opportunities to give back through CR Cares™, our community engagement initiative.\nBe part of a market leader driving the future of care. Explore opportunities at centralreach.com/careers. \nProtecting your information is important to us. Please take a moment to review our Notice of Privacy Practices for Job Applicants. 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