Technical Escalation Manager

📋 Description

• Manage support escalations with engineering, PM, CS Eng, and Support.
• Ensure incidents/escalations are documented with timely action items.
• Create and execute a data-driven recovery plan for each escalation.
• Use business and technical skills to coordinate meetings and deliverables.
• Use data, metrics, and customer feedback to inform decisions.
• Coordinate resources to fast-track resolution with a clear plan.

🎯 Requirements

• 8+ years in customer support, escalation, SRE, or incident mgmt.
• Strong written and oral communication for tech and business audiences.
• Experience with distributed big data computing, SQL databases, data warehousing, ETL tools.
• Linux/Unix admin, networking, and cloud AWS/Azure/GCP skills.
• Cross-functional work with Support, Eng, PM and customers.
• BS/MS/PhD in CS/CE or related engineering field.

🎁 Benefits

• Region-specific benefits available see the mybenefitsnow link.
• Inclusive culture and equal opportunity hiring.