4 дня назад
Staff Technical Escalations Manager
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Staff Technical Escalations Manager (Incident Management): Owning complex customer escalations, incident response, and Red Account programs with an accent on cross-functional coordination, executive communication, and durable risk reduction. Focus on leading major incident reviews, designing scalable supportability processes, delivering post-mortem analyses, and driving accountability through ambiguous high-impact situations.
Location: Hybrid role based in the Seattle or Atlanta area, with both in-office and remote work
Company
provides a product supported by cross-functional Product, Engineering, Customer Success, Technical Account Management, and Support organizations.
What you will do
- Own complex, high-impact, executive-visible customer escalations from triage through resolution.
- Lead and scale the Incident Management and Red Account programs across incident severities.
- Coordinate Product, Engineering, Support, Customer Success, Sales, and Operations stakeholders through escalation and incident lifecycles.
- Run weekly Red Account and Incident Review meetings, clarifying decisions, owners, risks, documentation, and follow-up actions.
- Create scalable processes that reduce repeat escalations and improve systemic resilience.
- Prepare executive summaries, post-incident reviews, root-cause analyses, and long-term mitigation plans.
Requirements
- 7+ years of experience in technical escalation management, incident management, technical account management, or a similar customer-facing function.
- Proven experience managing complex customer escalations and large-scale incident responses with senior stakeholders.
- Experience designing, scaling, or maturing an Incident Management or Major Incident Response program.
- Ability to translate complex technical details into business context and communicate effectively with executives, engineers, and support teams.
- Strong process-improvement, organizational judgment, influencing, accountability, and decision-making skills in high-pressure situations.
- Ability to work in a hybrid setup in the Seattle or Atlanta area.
Culture & Benefits
- Cross-functional collaboration with Product, Engineering, Customer Success, Technical Account Management, and Support.
- Customer-focused work centered on measurable progress, product quality, and supportability.
- Periodic on-call or after-hours participation may be required for urgent incidents.
- Work includes leadership-visible situations requiring composure, clarity, and operational discipline.
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