# Escalation Manager - Technical Support at Thales

Thales is hiring an Escalation Manager - Technical Support for a remote role open to applicants in Canada. It pays CAD 132k-CAD 181k a year and Level rates it Little AI ●○○○; you can [apply on Thales](https://jobsbylevel.com/go/01883324-270d-49b8-971e-6989626842e4?utm_medium=ai-agent).

AI Level 1, AI centrality 38 out of 100. Remote (Ontario Remote Worker).

## Details

- Company: [Thales](https://jobsbylevel.com/companies/thales)
- AI level: AI Level 1 (score 38 out of 100)
- Location: Remote (Ontario Remote Worker)
- Salary: CAD 132k-CAD 181k
- Posted: October 21, 2026
- Apply: https://jobsbylevel.com/go/01883324-270d-49b8-971e-6989626842e4?utm_medium=ai-agent

## Description

Location: Ontario Remote Worker, Canada Thales 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 Position Summary We 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. As 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. Essential Functions You 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. You will work with customers to develop plans to mitigate delays and resolve issues to support customer implementation schedules. You will periodically visit, if possible, your assigned customers to obtain feedback on solution and service performance related to the respective customers You 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. You will engage in and coordinate efforts to provide customer support and solutions by leading cross-functional efforts to ensure customer satisfaction. You will attend and support CSM led periodic regional business review meetings, as required, to provide progress on specific customer accounts. You will develop, implement, and propose strategies to strengthen account improvements. You 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. You will coordinate with the CSM team to support their maintenance renewal and retention charters. You 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. Minimum Requirements Have 8+ years of experience in a customer facing technical role supporting customers in an information security or technology market. Hands on experience with widely known products for Key management, Data protection, Encryption and Hardware Security module. Be customer satisfaction driven. Have strong leadership and influencing skills. Track and manage multiple customer product operational based programs from inception to implementation. Be able to collect, analyze, present data in support of recommendations. Possess the ability to foster working relationships and establish trust across organizational lines both internally and with customers. Have excellent written and verbal communication skills. Have strong

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/escalation-manager-technical-support-at-thales-fb9c8b

Source: https://jobsbylevel.com/jobs/escalation-manager-technical-support-at-thales-fb9c8b

## Cite this page

Level. https://jobsbylevel.com/jobs/escalation-manager-technical-support-at-thales-fb9c8b.

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