Incident & Escalation Lead- Enterprise Customers
Core
Lead executive-level escalations and relationship repair for enterprise customers, coordinating cross-functional teams to resolve critical incidents and maintain trust.
Role type
Senior IC Escalation Manager (Enterprise Support)
Builds
Customer retention and trust through crisis management and post-incident relationship repair
Domain
SaaS / Enterprise Software / DevSecOps
Deliverable
client delivery
Required skills
Executive communication, cross-functional coordination, crisis management, post-incident review, stakeholder management, support tool proficiency
Preferred skills
ITIL Foundation, DevSecOps experience, CI/CD knowledge, cloud-native product experience, AI-assisted support tools
Technologies
Zendesk, Salesforce, Slack, PagerDuty
Responsibilities
Own complex executive escalations end-to-end, coordinate Engineering/Support/Product/Sales toward resolution, maintain customer-facing resolution plans, lead post-escalation reviews and relationship repair, partner on playbook development
Seniority
Senior, hands-on IC
