Senior Technical Escalation Manager (Data/AI)

TL;DR

Senior Technical Escalation Manager (Data/AI): Coordinates resolution of critical customer issues and major incidents for a data and AI platform with an accent on customer satisfaction, data-driven recovery plans, and cross-functional collaboration. Focus on managing complex technical challenges, ensuring timely execution of action items, and leveraging data to improve incident management.

Location: Hybrid role based in São Paulo, Brazil, requiring ~3 days in the office.

Company

hirify.global is a data and AI company that provides the world's leading data and AI infrastructure platform, empowering data teams globally.

What you will do

• Manage support escalations in partnership with internal teams and external partners until resolution.
• Ensure customer satisfaction by documenting incidents and escalations with timely execution of action items.
• Create and execute data-driven customer recovery plans for every escalation and incident.
• Utilize business and technical skills to manage customer escalations, coordinate meetings, and analyze trends.
• Use data, metrics, and feedback to inform operational and tactical decisions to improve incident and escalation management.
• Coordinate all necessary resources to fast-track and resolve new incidents and escalations from customers.

Requirements

• Minimum of 5 years of experience in customer support, escalation, SRE, or incident management is required.
• Excellent English contextual interpretation and writing skills to communicate with both technical and business audiences.
• Experience with a distributed big data computing environment, SQL-based databases, data warehousing, and ETL technologies.
• Linux/Unix administration skills, networking, and hands-on cloud experience with AWS, Azure, or GCP.
• Experience working cross-functionally with support, engineering, product management, and directly with customers.
• BS, Master's, or PhD in Computer Science, Computer Engineering, or a related Engineering field.

Culture & Benefits

• Work within a company empowering data teams to tackle the world’s most challenging problems.
• Opportunity to contribute to building and operating the world’s leading data and AI infrastructure platform.
• Access to comprehensive benefits and perks (specific details available for your region).
• Commitment to fostering a diverse and inclusive culture where everyone can excel.
• Hiring practices meet equal employment opportunity standards without regard to protected characteristics.