Incident & Escalation Lead- Enterprise Customers
Core
Own complex, executive, and commercial escalations end-to-end for enterprise customers, coordinating cross-functional teams to resolve critical incidents and repair relationships.
Role type
Senior IC Escalation Manager (Enterprise Support)
Builds
Customer trust and retention through high-stakes resolution of executive-level escalations
Domain
Enterprise SaaS / DevSecOps / Customer Support
Deliverable
client delivery
Required skills
Executive-level communication, cross-functional coordination without formal authority, crisis decision-making, post-incident review leadership, playbook development, on-call availability
Preferred skills
ITIL Foundation certification, experience with DevSecOps/CI/CD/cloud-native products, AI-assisted support tools
Technologies
Zendesk, Salesforce, Slack, PagerDuty
Responsibilities
Own complex, executive, and commercial escalations end-to-end; Advocate for customers internally and coordinate Engineering, Support, Product, Customer Success, and Sales toward resolution; Maintain a written, customer-facing resolution plan; Coordinate with Incident Managers during concurrent technical incidents; Own external escalation communications; Lead post-escalation reviews and relationship repair plans; Partner with the Head of IM/EM to develop playbooks and process improvements
Seniority
Senior, hands-on IC
