Technical Support Escalations Manager

Job Description

Dell Technologies is hiring a Technical Support Escalations Manager to lead Level 3 technical support operations for enterprise customers. The role focuses on managing complex technical escalations, ensuring timely issue resolution, and maintaining exceptional customer satisfaction. You will coordinate with engineering, product, and customer success teams to resolve critical incidents. Strong leadership, technical expertise, and customer relationship management skills are essential for this position.

Key Responsibilities
Manage high-priority Level 3 technical support escalations.
Lead teams in diagnosing complex hardware and software issues.
Coordinate with engineering teams for permanent issue resolution.
Monitor escalation metrics and improve service quality.
Ensure compliance with SLA and customer support standards.
Conduct root cause analysis and implement preventive actions.
Mentor technical support engineers and enhance technical capabilities.
Provide regular updates to customers and senior management during critical incidents.