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Active1w ago

Director, Escalation Management

Deephealth·📍 Somerville, Massachusetts, United States

Employment

FULL TIME

Work mode

Remote

Experience

10+ years

Salary

$160K – $200K/yr

Role overview

Job description

Job Summary The Director, Escalation Management is responsible for leading Escalation Management for Services, including a team of Escalation Engineers who serve as the technical escalation point for implementation and support issues before L3 Engineering. This role owns ITIL-aligned Problem Management and Release Management practices for Services, prioritizes escalations across customers and product lines, drives root cause analysis and corrective actions, and runs cross-functional defect review with Product and Engineering. Essential Duties and Responsibilities Lead, coach, and develop Escalation Engineers, setting goals, priorities, and coverage across product lines and technology stacks. Ensure implementation and support issues are triaged, reproduced, and fully documented before escalation to L3 Engineering. Prioritize escalations across customers from a Services perspective, weighi

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About this listing

  • Source: Deephealth's official careers site (via Recruitee) · last confirmed on the source 27 Oct 2026
  • Posted 20 Oct 2026

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What they are looking for

Skills & requirements

Qualification

Minimum Qualifications, Education and Experience Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent professional experience (required); 10+ years of experience in enterprise software support, escalation engineering, sustaining engineering, or technical services (required)

Department · Service & Delivery

Hiring company

Deephealth

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