Technical Customer Escalation Manager

LiveRamp is shaping the future of responsible data collaboration between the world’s leading brands, retailers, financial services providers, and healthcare innovators. As consumers embrace new AI-driven experiences, the LiveRamp data collaboration network exponentially expands the breadth and accuracy of the data on which marketing AI capabilities operate, powering deeper customer insight and measurable performance on a global scale. LiveRamp is headquartered in San Francisco, California, with offices worldwide. Learn more at LiveRamp.com.

The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global Customer Support organization. This person owns the end-to-end management of complex, high-priority customer escalations-driving clarity, accountability, and resolution across Support, Product, Engineering, Customer Success, and executive stakeholders. This is a post-sales, technically grounded role that requires structured communication, sound judgment under pressure, and the ability to move multiple teams toward a shared outcome when it matters most.

You will:

• Own the full lifecycle of high-priority customer escalations-from intake and triage through active management, resolution, and post-escalation review-serving as the single operational point of coordination.

• Drive urgency and accountability across internal teams by establishing clear issue ownership, tracking action items, surfacing blockers proactively, and holding teams to committed timelines.

• Develop and deliver executive-ready status updates that translate complex technical details into concise, accurate summaries for internal leadership and customer-facing stakeholders.

• Facilitate escalation cadence calls and cross-functional syncs, aligning Support, Engineering, Product, Customer Success, and Sales around issue status, risk, and next steps.

• Maintain disciplined escalation hygiene: keep tickets, trackers, and communication threads current, accurate, and audit-ready throughout the lifecycle of each escalation.

• Author clear resolution statements, root cause summaries, and path-forward documentation-capturing what happened, why it happened, how it was resolved, and how recurrence will be prevented.

• Partner with Customer Success and Support leadership to identify at-risk customers, communicate escalation status proactively, and protect customer trust throughout high-stakes situations.

• Identify escalation trends and recurring themes through ongoing analysis, and translate those findings into actionable recommendations for process, workflow, or product improvements.

• Build and refine escalation playbooks, communication templates, and operating standards that improve consistency, reduce time-to-clarity, and strengthen stakeholder alignment across the function.

• Track and report on key escalation metrics-including time-to-acknowledge, time-to-resolution, escalation volume, and repeat issue rates-and use that data to drive continuous improvement.

• Serve as part of the escalation on-call rotation for P0 and high-severity customer-impacting issues, driving initial triage, executive-ready communications, action tracking, and cross-functional coordination until the issue is stabilized or resolved.

What success looks like:

• At 6 months: Actively managing open escalations with clear communication, defined owners, and disciplined follow-through. Stakeholders know what to expect and when.

• At 12 months: Identifying trends across escalations, improving workflows, and strengthening cross-functional processes so escalations resolve faster and with less friction.

• At 18 months: Helping scale the escalation management function-improving reporting, reducing repeat issues through operational improvements, and contributing to a more proactive support posture.

Your team will:

The Global Customer Support team is responsible for resolving complex, post-sales technical issues for LiveRamp's enterprise customers and partners worldwide. The team works directly with customers on integration challenges, data workflow failures, platform-level incidents, and implementation issues that require deep technical engagement and coordinated response. We are accountable for maintaining customer trust through responsive, technically credible, and operationally excellent support-and we are committed to building a support function that scales with LiveRamp's growth.

As a Technical Customer Escalation Manager, you'll be embedded in this team and work closely with Support leadership, Customer Success, Engineering, and Product to ensure the highest-priority issues receive the focused, structured attention they deserve.

About you:

• Bachelors and/or Masters degree in a technical discipline (Computer Science, Technology, Engineering, Math) or other quantitative field

• 5+ years of experience in technical support, escalation management, incident management, technical account management, customer success operations, or a related post-sales technical environment.

• Demonstrated ability to manage complex, multi-stakeholder situations under pressure-with a track record of establishing clear ownership and driving teams toward resolution.

• Able to translate technical details (API failures, data pipeline issues, integration errors, platform outages) into clear, accurate, executive-ready language without losing credibility with technical audiences.

• Structured and precise communicator by default: written updates are concise, action items have owners, timelines are explicit, and nothing falls through the cracks.

• Comfortable operating in ambiguous, fast-moving situations; able to establish a working plan and adjust as new information surfaces.

• Familiar enough with SaaS platforms, APIs, data workflows, or enterprise software environments to ask strong diagnostic questions and engage credibly with engineering teams-without needing to be a software engineer.

• Experienced working across functions-including Engineering, Product, Customer Success, and Sales-and skilled at managing competing priorities without losing sight of customer impact.

• Sound judgment about when to escalate, when to hold steady, and when to loop in executive stakeholders.

• Ability and availability to be on call on weeknights and weekends

• Strong project management skills in a SaaS environment, including keeping escalations within scope, managing timelines and dependencies, and maintaining a clear critical path across agile Product, Engineering, Support, and Customer Success teams.

Preferred Skills:

• Experience with support ticketing or escalation management tools such as Salesforce Service Cloud, Zendesk, JIRA, PagerDuty, or equivalent platforms.

• Familiarity with data connectivity, identity resolution, AdTech, MarTech, or data collaboration ecosystems.

• Experience building or refining escalation playbooks, runbooks, post-mortem frameworks, or similar operational documentation.

• Background in technical program management, support engineering, or site reliability adjacent roles.

• Exposure to enterprise SLA management, customer communication frameworks, or support operations at scale.

• Project management certification (PMP) or process improvement training (Lean Six Sigma) is a plus.

The approximate annual base compensation range is $106,500 to $140,500. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, geography, as well as internal equity among our team.

Benefits:

• People: Work with talented, collaborative, and friendly people who love what they do.

• Fun: We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues.

• Work/Life Harmony: Flexible paid time off, paid holidays, options for working from home, and paid parental leave.

• Comprehensive Benefits Package: LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives. Our benefits package offers medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more.

• Savings: Our 401K matching plan-1:1 match up to 6% of salary-helps you plan ahead.

More about us:

LiveRampers are empowered to live our values of committing to shared goals and operational excellence. Connecting LiveRampers to new ideas and to one another is one of our guiding principles-one that informs how we hire, train, and grow our global teams across nine countries and four continents. By continually building inclusive, high belonging teams, LiveRampers can deliver exceptional work, champion innovative ideas, and be their best selves. Click here to learn more about Diversity, Inclusion, & Belonging (DIB) at LiveRamp.

LiveRamp is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, disability, sexual orientation, gender identity, genetics or other protected status. Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance.

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