Escalation Manager

TL;DR

Escalation Manager: Coordinating and driving the resolution of critical technical issues and incidents with an accent on transparency and timely communication to senior management. Focus on mobilizing cross-functional teams, assessing business impact, and delivering high-quality incident resolution through root cause analysis and continuous process improvements.

Location: Must be a US Citizen on US Soil. Candidates must be located in Central or Eastern timezones. Second Shift: 3pm-12am ET. Initially working Monday to Friday, then transitioning to Sunday to Thursday or Thursday to Monday.

Salary: $101,000 — $198,000 USD

Company

hirify.global is built for change, empowering our customers and our people to innovate at the speed of the market.

What you will do

• Manage a portfolio of high-impact, long-running escalations, driving them to resolution.
• Map customer stakeholders, set and reset expectations, and maintain clear, consistent communication.
• Collaborate with Engineering and Field leadership to secure resources and drive issue resolution.
• Organize and lead internal and customer calls, ensuring alignment and progress across teams.
• Deliver high-quality incident resolution focused on root cause analysis, prevention, and knowledge transfer.
• Track and analyze escalation trends to contribute to continuous process improvements.

Requirements

• 3+ years managing highly technical customer escalations in the software industry.
• Experience with managing and engaging customers throughout the case life history.
• Skilled in conducting customer facing and internal technical root cause analysis.
• Strong background in utilizing pager duty and managing incidents.
• Strong troubleshooting and diagnostic skills with experience in distributed systems and advanced computing concepts.
• Familiarity with Linux, cloud platforms (AWS, GCP, Azure), and database technologies.

Nice to have

• Experience in software engineering with comfort in programming, queries, and command-line operations.
• Background in technical support, customer success, or account management at a database or distributed systems company (NoSQL experience preferred).
• Hands-on experience as a database, network, or storage administrator.
• Cloud expertise with AWS, Azure, GCP, and familiarity with IaaS, PaaS, and SaaS environments.

Culture & Benefits

• Equity and participation in the employee stock purchase program.
• Flexible paid time off.
• 20 weeks fully-paid gender-neutral parental leave.
• Fertility and adoption assistance.
• 401(k) plan and mental health counseling.