Cloud Services Escalation Lead

Key Responsibilities

• Serve as the final escalation point for complex, customer-impacting incidents
• Coordinate cross-functional teams (engineering, support, product) during outages and service disruptions
• Conduct deep technical investigations and root cause analyses across cloud platforms
• Develop and maintain escalation protocols, incident runbooks, and postmortem documentation
• Communicate incident status and resolution plans to internal and external stakeholders
• Identify patterns in escalations and collaborate with engineering to implement preventive measures
• Mentor support engineers and contribute to internal knowledge sharing and training initiatives

Required Skills & Experience

• 8+ years in cloud operations, technical support, or infrastructure engineering
• Hands-on experience with AWS, Azure, and GCP (multi-cloud architecture and troubleshooting)
• Strong understanding of networking, security, and distributed systems
• Proven track record in incident management and escalation handling
• Excellent communication and stakeholder management skills
• Ability to lead under pressure and drive clarity in ambiguous situations
• Bachelor's or Master’s in Computer Science, Engineering, or related field
• Relevant certifications (e.g., AWS Solutions Architect, Azure Administrator, GCP Professional Cloud Architect) are a plus
• Deliver hands-on technical support for escalations, supporting both internal stakeholders and external customers
• Serve as Escalation Lead, owning complex technical issues through in-depth troubleshooting and cross-team coordination

Preferred Attributes

• Strategic mindset with a bias for action
• Passion for operational excellence and customer success
• Experience with ITIL, DevOps, and SRE principles
• Familiarity with observability tools (e.g., Datadog, Splunk, New Relic, Prometheus)

Pay

The US base salary range for this full-time position is $130,000 - $160,000 (depending on location).