Escalation Leader (AI)

TL;DR

Escalation Leader (AI): Managing the end-to-end escalation flow between support and R&D to ensure high-quality incident resolution and system stability with an accent on incident command and process optimization. Focus on reducing unjustified escalations, leading root cause analyses (RCA), and utilizing agentic AI to automate support workflows.

Location: Must be based in Netanya, Israel

Company

hirify.global pioneers AI-driven solutions using Large Market Models (LMM) to transform dynamic markets, starting with the airline industry.

What you will do

• Own all R&D escalations end-to-end, ensuring every issue is thoroughly investigated, prioritized, and documented.
• Define and continuously refine escalation criteria and thresholds to standardize support operations.
• Act as incident commander during major production outages, coordinating responses across support and engineering teams.
• Serve as the formal liaison between Support and R&D to build trust and effective communication channels.
• Track and reduce unjustified escalation rates by improving investigation quality and team self-sufficiency.
• Lead post-incident reviews and root cause analyses (RCA) to drive concrete preventive actions.

Requirements

• B.Sc. or higher in Computer Science, Engineering, or a related field.
• 6+ years of experience in technical support or SRE in complex, high-stakes B2B SaaS environments.
• Proficiency in Python and SQL for independent investigation of data pipelines and system behavior.
• Proven experience in incident management and the ability to lead through influence without formal authority.
• Hands-on experience optimizing operational processes using agentic AI and vibe coding.
• Fluent English (written and verbal) for RCA documentation and stakeholder communication.

Nice to have

• Experience in aviation, travel tech, or high-frequency dynamic pricing environments.
• Familiarity with AI/ML product environments, specifically regarding data quality and model behavior.