Escalation Manager

Escalation Ownership

• Manage a portfolio of high-impact, long-running escalations and drive them to resolution
• Map customer stakeholders, set and reset expectations, and maintain clear, consistent communication
• Collaborate with Engineering and Field leadership to secure resources and drive issue resolution
• Organize and lead internal and customer calls, ensuring alignment and progress across teams
• Maintain a regular communication cadence, including executive summaries for internal stakeholders
• Ensure timely delivery of commitments by proactively communicating risks or changes
• Deliver high-quality incident resolution focused on root cause analysis, prevention, and knowledge transfer
• Track and analyze escalation trends to contribute to continuous process improvement
• Lead cross-functional initiatives and small to medium projects that improve escalation management, incident handling, stakeholder communication, and customer outcomes
• Identify recurring operational gaps and drive improvements from problem statement through rollout and results tracking
• Provide leadership in complex or ambiguous situations by creating alignment and driving progress without direct authority

Requirements

• 3+ years managing highly technical customer escalations in the software industry
• Experience managing customer engagement throughout the lifecycle of a case
• Skill in conducting customer-facing and internal technical root cause analysis
• Experience using PagerDuty and managing incidents
• Strong troubleshooting and diagnostic skills, including experience with distributed systems and advanced computing concepts
• Familiarity with Linux, cloud platforms, and database technologies
• Experience working with customers, stakeholders, and vendors in corporate or vendor environments
• High emotional intelligence, a customer-focused mindset, and a strong desire to help others
• Ability to learn new technologies quickly and think clearly in complex situations
• Excellent written and verbal communication, including experience engaging executives and translating technical issues for diverse audiences
• Experience leading cross-functional projects or operational improvement initiatives in a technical or customer-facing environment
• Demonstrated ability to influence stakeholders, create alignment, and drive execution without direct managerial authority

Desired Skills & Experience

• Experience in software engineering, including comfort with programming, queries, and command-line operations
• Background in technical support, customer success, or account management at a database or distributed systems company; NoSQL experience preferred
• Hands-on experience as a database, network, or storage administrator
• Cloud expertise across AWS, Azure, and GCP, including familiarity with IaaS, PaaS, and SaaS environments
• Experience using data, recurring themes, and post-incident learnings to drive process improvement or programmatic change
• Strong leadership presence with the ability to bring structure to ambiguity and help teams navigate high-pressure situations
• Experience managing escalations for security-sensitive or regulated customer environments