Senior Escalation & Incident Manager

📋 Description

• Own escalation lifecycle from intake to resolution.
• Mentor a global team of Support Leaders and Engineers.
• Communicate with enterprise customers and executives.
• Partner with Engineering & Product on prioritization.
• Define escalation criteria, SLAs/SLOs, and playbooks.
• Own metrics and post-incident analysis for improvements.

🎯 Requirements

• 6+ years in escalation, incident mgmt, SRE, or prod ops (cloud/SaaS).
• Led high-severity incident responses in distributed systems.
• Experience in 24/7 on-call or escalation environments.
• Strong cloud knowledge: AWS, GCP, Azure; observability tools.
• Excellent written and verbal communication with tech and execs.
• Experience building or scaling incident management programs.
• Ability to influence cross-functional teams without direct authority.

🎁 Benefits

• Freedom & flexibility; fit your work around your life.
• 16 weeks paid parental leave.
• Technology stipend for home setup.
• PTO and training stipend for conferences and courses.
• Equity; remote-first culture.
• Medical benefits and retirement vary by country.