Staff Technical Escalations Manager

📋 Description

• Own, scale, and continuously improve incident management and escalation processes across
• Lead incident response coordination, post-mortem analyses, and executive-level reporting
• Collaborate with Product, Engineering, Success, and Support to align on ownership, priorities, and
• Manage high-impact customer escalations with clear owners, timelines, and communication plans
• Drive durable operational improvements and reduce repeat escalations through structured process

🎯 Requirements

• 7+ years in technical escalation management, incident management, or similar customer-facing role
• Proven ability to navigate cross-functional issues, with executive presence and concise
• Experience leading incident response, root-cause analysis, and post-mortem processes
• Ability to translate complex technical details into business context for senior leadership
• Strong project management, stakeholder alignment, and accountability skills
• Calm under pressure with bias for accountability and closure

🎁 Benefits

• Hybrid work model with in-office and remote collaboration
• Competitive salary and benefits; location-based compensation may apply