About the Role
You will manage the complete escalation lifecycle, define escalation standards, track incidents, and keep customers and stakeholders informed. You will improve support-to-engineering workflows, report escalation metrics, manage the supportability backlog, facilitate reviews, support incident response, and coach support engineers.
Requirements
•5+ years of technical support, support engineering, escalation management, incident management, or SRE/operations experience
•2+ years owning escalations or incidents across multiple engineering teams
•Cloud infrastructure knowledge including Linux, networking, virtualization, and Kubernetes
•Experience reducing escalation volume or resolution time
•Dashboard and reporting experience using SQL, Looker, Tableau, Sheets, or similar tools
•Experience with Zendesk, Jira or incident.io, and Slack
•Cross-functional communication and influence skills
Responsibilities
•Define escalation criteria, severity definitions, and handoff standards
•Build reporting on escalation volume, resolution time, aging, and drivers
•Improve workflows between support and engineering tracking tools
•Own escalation intake, triage, routing, follow-through, and closure
•Maintain a source of truth for active escalations and incidents
•Manage the supportability backlog with Product
•Set and lead initiatives to reduce escalation rates and resolution time
•Coordinate support engineers and engineering teams on stalled issues
•Run escalation reviews with Engineering
•Coordinate support communication during customer-impacting incidents
•Provide status updates to customers, account teams, and leadership
•Identify recurring issues and contribute findings to postmortems, runbooks, and knowledge-base articles
•Coach support engineers on troubleshooting and case ownership
Benefits
•Equity packages
•Restricted Stock Units
•Paid time off, paid holidays, and leave-of-absence programs
•Health, dental, and vision insurance
•Employer HSA contributions
•Paid parental leave
•Life insurance and short- and long-term disability insurance
•Tuition reimbursement
•Mental health and wellness support
•Commuter benefits
•Cell phone stipend
•401(k) matching up to 4% of salary
•Volunteer time off
•Global travel insurance and emergency assistance
•Daily meals allowance
