Escalation Specialist
Kaseya
Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.
We’re looking for an Escalation Manager to own and drive the resolution of high-impact customer escalations across the Australian region. This role sits at the intersection of customer experience, technical problem-solving, and leadership — perfect for someone who stays cool under pressure and knows how to get things done.
What you’ll be doing
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Own and manage standard and critical customer escalations across Australia and APAC
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Act as the central point of coordination, pulling together the right internal teams to resolve issues quickly and effectively
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Work directly with customers during high-impact escalations, ensuring clear communication and strong outcomes
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Proactively monitor support cases to identify risks before they become executive-level escalations
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Track predictive escalation alerts and ensure timely action
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Partner closely with Support and GTM leadership to manage ongoing and emerging issues
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Provide weekly and monthly reporting on escalation trends, performance, and key support metrics
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Lead post-incident reviews and root cause analysis to drive continuous improvement
What we’re looking for
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Proven experience in escalation management, customer support, technical account management, or a similar role
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Strong technical and troubleshooting skills — you don’t need to code, but you do need to understand complex systems
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Exceptional communication skills, including confidence working with senior and executive stakeholders
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A customer-first mindset with the ability to de-escalate tense situations and rebuild trust
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Highly organised, analytical, and able to juggle multiple priorities in a fast-paced environment
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Comfortable working independently while collaborating across global teams
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.