Escalations Manager

Join our team as an Escalations Manager, where you'll be the bridge between Customer Support and Engineering. You'll own the path from first report to root cause, track every escalation and customer-impacting incident, and drive the escalation rate down over time. You'll work closely with the Senior Manager, Customer Support, and have a direct impact on our customers' experience.

• Assumer la responsabilité de la gestion des escalades et des incidents clients, en veillant à ce que chaque escalade soit suivie de manière proactive et que les bonnes équipes d'ingénierie soient engagées.
• Analyser les tendances des escalades et des incidents, identifier les problèmes récurrents et travailler avec les équipes de produit pour mettre en œuvre des améliorations.
• Développer et maintenir des critères d'escalade, des définitions de gravité et des normes de transfert, afin que les ingénieurs de support sachent quand et comment escalader.

• 5+ years in technical support, support engineering, escalation management, incident management, or SRE/operations in a cloud, infrastructure, or SaaS environment
• The ability to influence without authority and hold cross-functional teams to their commitments
• 2+ years owning escalations or incidents that span multiple engineering teams
• Experience in a fast-paced organization going through rapid growth
• A solid technical foundation in cloud infrastructure, including Linux, networking, virtualization, and Kubernetes: enough to read logs, follow a technical investigation, and hold your own with engineers
• A track record of reducing escalation volume or resolution time through process, tooling, or product changes
• Comfort with data: building dashboards and reports (SQL, Looker, Tableau, Sheets, or similar) and turning them into clear recommendations
• Hands-on experience with tools such as Zendesk, Jira or , and Slack
• Calm, clear communication under pressure, in writing and live, with customers, engineers, and executives
• Experience with GPU compute, HPC, InfiniBand or RoCE networking, or AI/ML training and inference infrastructure
• A background as a support engineer or SRE before moving into escalation management
• Experience standing up an escalation or problem management function from scratch
• ITIL or other incident and problem management certification
• Scripting or automation skills (Python, Bash) to streamline workflows