LiveRamp is the data collaboration platform of choice for the world’s most innovative companies. A groundbreaking leader in consumer privacy, data ethics, and foundational identity, LiveRamp is setting the new standard for building a connected customer view with unmatched clarity and context while protecting precious brand and consumer trust. LiveRamp offers complete flexibility to collaborate wherever data lives to support the widest range of data collaboration use cases—within organizations, between brands, and across its premier global network of top-quality partners.

Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and healthcare leaders turn to LiveRamp to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of their first-party data while staying on the forefront of rapidly evolving compliance and privacy requirements.

Technical Escalation Manager will act as the single point of contact to lead high profile customer and partner escalations for the LiveRamp Global Customer Support team. The Technical Escalation Manager is missioned to use key escalation learnings to provide feedback to internal teams including engineering and product management for process and product improvements.

You will:

Manage customer escalations and coordinate resolution efforts with key internal stakeholders by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. 

Manage high priority on call internal escalations, coordinating across several internal teams. 

Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change while critical SLAs are met.

Lead improvements by monitoring and developing dashboards to proactively monitor trends and customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity

Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources

Demonstrate the ability to navigate high-pressure customer situations with a balance of diplomacy and assertiveness to drive resolution and maintain strong relationships.

Translate technical concepts to peers, management, leadership and customers.

Your team will: 

The Global Customer Support team is responsible for resolving clients’ technical support tickets and while delighting our clients with excellent customer service. 

About you: 

Bachelors and/or Masters degree in a technical discipline (Computer Science, Technology, Engineering, Math) or other quantitative field

Minimum of 3 years’ experience in providing complex SaaS Customer Support, management, and/or supervision

Proven track record of working collaboratively to improve the customer’s experience

Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly Technical Professionals, Developers, Product Managers, Architects and Commercial Teams.

Strong preference for working in ambiguous environments with little direction

Strong analytical and problem-solving skills, across organizational functions. You can methodically break down a problem into its constituent parts and propose creative solutions that speak to engineers, sales, operations, and more

Action-oriented with hands-on experience delivering business results

Ability and availability to be on call on weeknights and weekends

Bonus Points:

Experience working with offline identity products

Knowledge of the advertising technology ecosystem (DMPs, DSPs, SSPs, Ad Servers, Publishers), what they do, and why they’re needed

Familiarity with agile and scrum processes

Hands-on experience with support ticketing and escalation management tools such as Salesforce Service Cloud, JIRA, PagerDuty, or similar to efficiently track and resolve issues

A sense of urgency that can drive yourself and others to meet and exceed goals

Strong Emotional Intelligence to  understand and empathize with the technical, business, and personal implications of a crisis

Benefits:

People: work with talented, collaborative, and friendly people who love what they do.

In-Office Food: enjoy catered meals, boundless snacks, and the occasional food truck.

Fun: we host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues. 

Work/Life Harmony: flexible paid time off, options for working from home, and paid parental leave.

Whole Health Package: medical, dental, vision, and disability insurance. Plus mental health support (via Talkspace) and fitness reimbursement up to $100 per month. 

Savings: our 401K matching plan helps you plan ahead.

RampRemote: a comprehensive program to assist you in setting up a home office that works for you.

The approximate annual base compensation range is $75,000 to $109,000. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, geography, as well as internal equity among our team.

More about us:

LiveRamp’s mission is to connect data in ways that matter, and doing so starts with our people. We know that inspired teams enlist people from a blend of backgrounds and experiences. And we know that individuals do their best when they not only bring their full selves to work but feel like they truly belong. Connecting LiveRampers to new ideas and one another is one of our guiding principles—one that informs how we hire, train, and grow our global team across nine countries and four continents.

LiveRamp is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, disability, sexual orientation, gender identity, genetics or other protected status. Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance. 

California residents: Please see our California Personnel Privacy Policy for more information regarding how we collect, use, and disclose the personal information you provide during the job application process.

To all recruitment agencies: LiveRamp does not accept agency resumes. Please do not forward resumes to our jobs alias, LiveRamp employees or any other company location. LiveRamp is not responsible for any fees related to unsolicited resumes.

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More about us:

LiveRamp’s mission is to connect data in ways that matter, and doing so starts with our people. We know that inspired teams enlist people from a blend of backgrounds and experiences. And we know that individuals do their best when they not only bring their full selves to work but feel like they truly belong. Connecting LiveRampers to new ideas and one another is one of our guiding principles—one that informs how we hire, train, and grow our global team across nine countries and four continents. Click here to learn more about Diversity, Inclusion, & Belonging (DIB) at LiveRamp.