Staff Technical Escalations Manager

Staff Technical Escalations Manager

Your Daily Adventures Will Include:: Owning complex, high-impact, and executive-visible customer escalations from initial triage through full resolution Strong strategic judgment in driving escalation and incident resolution, including the ability to identify the right stakeholders, build effective cross-functional partnerships, frame tradeoffs clearly, and align Product, Engineering, Support, and Customer Success around durable troubleshooting paths and long-term risk reduction. Leading coordination with internal stakeholders including Customer Success, Sales, Engineering, Operations, and Support to maintain alignment through every stage of the escalation lifecycle and resolve gaps in ownership, priority, communication, or decision-making Leading and maturing the global Incident Management Program and ensuring consistent response standards across all incident severities Running weekly Red Account and Incident Review meetings, ensuring next steps, accountability, and documentation are clear and that material risks, decisions, and escalation needs are surfaced to the right leaders Creating and refining scalable processes to reduce repeat escalations and improve systemic resilience where process is immature, unclear, or inconsistent across teams Documenting executive summaries, post-incident reviews, and contributing to the Supportability backlog with audience-specific recommendations, clear owners, and measurable follow-through Facilitating difficult conversations with clarity and composure, keeping the customer and internal teams aligned on progress when decisions involve ambiguity, tradeoffs, changing expectations, or competing priorities Delivering post-mortem analyses and lessons learned to strengthen future response and prevention efforts and converting recurring themes into durable operational improvements Our Vision of You:: 7+ years of experience in technical escalation management, incident management, technical account management, or a similar customer-facin