Role OverviewAs the Escalations Manager, you'll own the path from first report to root cause for customer-impacting incidents, track every escalation and customer-impacting incident from start to finish, and make sure the right engineers are engaged and moving. You'll work side by side with the Senior Manager, Customer Support, to help support engineers take more ownership of their cases, both before and after they escalate.
What You Will Do
Define and maintain escalation criteria, severity definitions, and handoff standards, build and publish reporting on escalation volume and rate, improve tooling and workflows between support platform and engineering trackers, own the end-to-end lifecycle of every escalation, and keep a single source of truth for all active escalations and customer-impacting incidents.
Why It Might Be a Fit
You'll be part of a high-performing team that believes in each other, and you'll have the opportunity to grow your career alongside a team of experts across energy, manufacturing, data center construction, and cloud services. You'll also have the chance to influence without authority and hold cross-functional teams to their commitments.
Requirements
- 5+ years in technical support, support engineering, escalation management, incident management, or SRE/operations in a cloud, infrastructure, or SaaS environment
- 2+ years owning escalations or incidents that span multiple engineering teams
- A solid technical foundation in cloud infrastructure, including Linux, networking, virtualization, and Kubernetes
- A track record of reducing escalation volume or resolution time through process, tooling, or product changes
- Comfort with data: building dashboards and reports (SQL, Looker, Tableau, Sheets, or similar) and turning them into clear recommendations
- Hands-on experience with tools such as Zendesk, Jira or incident.io, and Slack
- Calm, clear communication under pressure, in writing and live, with customers, engineers, and executives
- The ability to influence without authority and hold cross-functional teams to their commitments
- Experience in a fast-paced organization going through rapid growth
Benefits
- Competitive compensation and equity packages
- Restricted Stock Units
- Paid time off, paid holidays & leave of absence programs
- Comprehensive health, dental & vision insurance
- Employer contributions to HSA account
- Paid parental leave
- Paid life insurance, short-term and long-term disability
- Professional development & tuition reimbursement
- Mental health & wellness support
- Commuter benefits (parking & transit)
- Cell phone stipend
- 401(k) Retirement plan with company match up to 4% of salary
- Volunteer time off
- Global travel insurance & emergency assistance
- Daily meals allowance
- Additional perks & programs specific to location
]]>