{"id":3041053,"url":"https://alion.io/job/thales-group-escalation-manager-technical-support","title":"Escalation Manager - Technical Support","company":{"id":143,"name":"Thales Group","domain":"thalesgroup.com","url":"https://alion.io/company/thales","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":162,"ghost_share":0,"stale_share":0.722,"repost_share":0.012,"time_to_fill_p50_days":50,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"UTC-6 – UTC-5","utc_offset_min":-6,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":["Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":131947,"max":180613,"currency":"CAD","period":"year","gross":null,"usd_annual":128396},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"MS SQL","optional":true},{"name":"Oracle","optional":true},{"name":"VMWare","optional":true}],"status":"live","first_seen_at":"2026-10-21T22:43:56Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-23T22:35:44Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Location: Ontario Remote Worker, CanadaThales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.This is remote position in Canada, preferably in the CST or EST time zone\nPosition Summary\nWe have a current vacancy for an Escalation Manager - Technical Support to join our Team in Canada. Escalation Manager - Technical Support is part of the client Services team and is geared towards managing all escalation activities, for assigned high valued customer accounts or accounts nominated by the Thales Customer Success Management team to offer this service. with goals for mutual beneficial outcomes.\nAs an Escalation Manager - Technical Support, you will be tasked to manage technical support interface with assigned customer accounts to ensure the customer experiences optimal performance and operational steadiness when using Thales purchased products or services; and serve as the primary voice of the customer and advocate in examples where your designated customer is experiencing critical disruption or needs guidance for lengthy product based projects such as hardware/software migration/upgrades.\nEssential Functions\nYou will meet regularly with assigned accounts to continually grow and maintain an understanding of the customers’ issues, the solution use-case as it evolves over time, and customer implementation schedule and key milestones.\nYou will work with customers to develop plans to mitigate delays and resolve issues to support customer implementation schedules.\nYou will periodically visit, if possible, your assigned customers to obtain feedback on solution and service performance related to the respective customers\nYou will serve as the primary voice of the customer within Thales bringing key customer needs and expectations back into the organization and advocate on the customers’ behalf.\nYou will engage in and coordinate efforts to provide customer support and solutions by leading cross-functional efforts to ensure customer satisfaction.\nYou will attend and support CSM led periodic regional business review meetings, as required, to provide progress on specific customer accounts.\nYou will develop, implement, and propose strategies to strengthen account improvements.\nYou will execute lessons-learned from customer interactions to ensure issues are fixed promptly and provide feedback across organizational lines to help reduce escalations and improve products and processes going forward.\nYou will coordinate with the CSM team to support their maintenance renewal and retention charters.\nYou will develop a picture of each customer’s health and periodically report out to management to identify customer experience risks and propose internal change to support continuous customer experience improvement.\nMinimum Requirements\nHave 8+ years of experience in a customer facing technical role supporting customers in an information security or technology market.\nHands on experience with widely known products for Key management, Data protection, Encryption and Hardware Security module.\nBe customer satisfaction driven.\nHave strong leadership and influencing skills.\nTrack and manage multiple customer product operational based programs from inception to implementation.\nBe able to collect, analyze, present data in support of recommendations.\nPossess the ability to foster working relationships and establish trust across organizational lines both internally and with customers.\nHave excellent written and verbal communication skills.\nHave strong interpersonal skills and customer empathy.\nBe highly organized with an ability to balance multiple projects and escalations in a fast-paced environment.\nBe willing to travel to customer and regional sales sites as needed.\nPreferred Qualifications\nDegree in Engineering, Computer Science and or another relevant field of study.\nDatabase skills (Oracle and MS SQL Server).\nKnowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage.\nThe anticipated TTC range for this role is 131,947.00 - 180,613.00 CAD Annual. The Company reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.\nIf you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.\nWe use artificial intelligence-enabled tools as part of our recruitment process to support activities such as candidate discovery, résumé matching, and interview scheduling. These tools may help screen and assess applications and recommend potential matches based on the requirements within the job description. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters. Artificial intelligence does not make hiring decisions on our behalf.\nWhy Join Us?\nSay HI and learn more about working at Thales click here\nThales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:\nCompany paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.\nRetirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.\nCompany paid holidays, vacation days, and paid sick leave.\nVoluntary Life, AD&D, Critical Illness, Long-Term Disability.\nEmployee Discounts on home, auto, and gym membership.\nThales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.","description_format":"text","description_chars":6818,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Gym membership","Retirement plans"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Identity Management","Satellite Manufacturing","Electronic Warfare","Avionics & Flight Control"],"lifecycle":[{"event":"open","at":"2026-10-21T22:43:56Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":1,"expected_fill_days":50,"reasons":["conf:1","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":128396,"is_top_pay":true},"html_url":"https://alion.io/job/thales-group-escalation-manager-technical-support","json_url":"https://alion.io/job/thales-group-escalation-manager-technical-support.json","meta":{"generated_at":"2026-10-23T23:21:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6674,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":143},"rest":"https://alion.io/mcp/rest/get_company?id=143"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthales-group-escalation-manager-technical-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthales-group-escalation-manager-technical-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthales-group-escalation-manager-technical-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/thales-group-escalation-manager-technical-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthales-group-escalation-manager-technical-support"}]}