Escalation Manager, FedRamp - 2nd Shift

📋 Description

• Manage high-impact escalations to timely resolution
• Map stakeholders, set expectations, and provide updates
• Collaborate with Engineering and Field to secure resources
• Organize calls with customers and internal teams to align progress
• Maintain cadence with executive summaries for stakeholders
• Deliver root-cause analysis and post-mortem improvements

🎯 Requirements

• 3+ years managing highly technical customer escalations
• Experience managing case life history with customers
• Skilled in customer-facing and internal root cause analysis
• Strong background using PagerDuty and managing incidents
• Strong troubleshooting with distributed systems
• Familiarity with Linux, cloud platforms (AWS, GCP, Azure) and databases

🎁 Benefits

• Equity and employee stock purchase program
• Flexible paid time off
• 20 weeks parental leave
• Fertility and adoption assistance
• 401(k) and health benefits