MDR Escalation Manager

Full-time Management & Operations

What You’ll Do

Escalation Ownership & Cross-Team Coordination

• Own end-to-end MDR service-level escalations, driving alignment and resolution across all involved teams.
• Coordinate front-line SOC/MDR, Technical Support, Customer Success, Engineering, Product, and Operations to remove blockers and maintain clear ownership.

Escalation Triage & Technical Engagement

• Lead escalation triage: confirm scope/impact, establish the working hypothesis, and ensure the right technical SMEs are engaged with the right data.
• Translate technical findings into impact, risk, and options for internal stakeholders and customers, including clear recommendations and decision points.

Customer Communication & Escalation Bridges

• Run customer escalation bridges when required, set cadence, document decisions, communicate status, and manage expectations through to closure.

Service Gover...