Senior Escalation Manager

Join our team as an Escalations Manager, where you'll be the bridge between Customer Support and Engineering.

Responsibilities

• You'll own the path from first report to root cause, track every escalation and customer-impacting incident, and drive the escalation rate down over time.
• You'll work closely with the Senior Manager, Customer Support, and have a direct impact on our customers' experience. - Assumer la responsabilité de la gestion des escalades et des incidents clients, en veillant à ce que chaque escalade soit suivie de manière proactive et que les bonnes équipes d'ingénierie soient engagées. - Analyser les tendances des escalades et des incidents, identifier les problèmes récurrents et travailler avec les équipes de produit pour mettre en œuvre des améliorations. - Développer et maintenir des critères d'escalade, des définitions de gravité et des normes de transfert, afin que les ingénieurs de support sachent quand et comment escalader. - 5+ years in technical support, support engineering, escalation management, incident management, or SRE/operations in a cloud, infrastructure, or SaaS environment - The ability to influence without authority and hold cross-functional teams to their commitments - 2+ years owning escalations or incidents that span multiple engineering teams - Experience in a fast-paced organization going through rapid growth - A solid technical foundation in cloud infrastructure, including

Requirements

• enough to read logs, follow a technical investigation, and hold your own with engineers - 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 , and Slack - Calm, clear communication under pressure, in writing and live, with customers, engineers, and executives - Experience with GPU compute, HPC, InfiniBand or RoCE networking, or AI/ML training and inference infrastructure - A background as a support engineer or SRE before moving into escalation management - Experience standing up an escalation or problem management function from scratch - ITIL or other incident and problem management certification - Scripting or automation skills (Python, Bash) to streamline workflows

Pay

USD 145,000 - 175,000