Escalation Manager - EST hours

1. About Our Client: The organization operates in the software and data industry, focusing on enabling organizations to build, scale, and run modern applications. It addresses challenges related to modernizing legacy workloads, embracing innovation, and leveraging artificial intelligence by providing a globally distributed, multi-cloud developer data platform available on AWS, Google Cloud, and Microsoft Azure. 2. About the Opportunity: The Escalation Manager is responsible for managing critical technical escalations within the Technical Services team. This role coordinates cross-functional teams to resolve complex customer incidents, drives operational improvements to prevent recurring issues, and ensures consistent communication with stakeholders. The position plays a key role in enhancing incident response effectiveness and improving customer outcomes . 3. Responsibilitie s: Manage a portfolio of high-impact, long-running escalations to resolutionSet and maintain clear communication and expectations with customer stakeholdersCollaborate with Engineering and Field leadership to secure resources and resolve issuesLead internal and customer calls to ensure alignment and progressProvide executive-level communication including regular summariesProactively communicate risks or changes to commitmentsDeliver incident resolutions focused on root cause analysis and knowledge transferAnalyze escalation trends to support continuous process improvementLead cross-functional initiatives and projects to improve escalation and incident managementIdentify recurring operational gaps and drive programmatic improvementsProvide leadership in complex, ambiguous situations without direct author ity 4. Requireme nts: Minimum 3 years managing technical customer escalations in the software industryExperience managing customer engagement throughout case lifecyclesSkilled in conducting customer-facing and internal root cause analysisFamiliarity with incident management tools such as PagerDutyStrong troubleshooting and diagnostic skills with distributed systems experienceKnowledge of Linux, cloud platforms, and database technologiesExperience working with customers and stakeholders in corporate or vendor settingsHigh emotional intelligence with a customer-focused approachAbility to learn new technologies and think clearly under complex conditionsExcellent written and verbal communication skills, including executive engagementExperience leading cross-functional projects or operational improvementsDemonstrated ability to influence and align stakeholders without direct auth ority 5. Pay Range and Compensation Pa ckage: The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant f actors. 6. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career pag e or ATS.