Manage high-impact escalations to resolution
Map customer stakeholders, set expectations, and maintain clear communication
Collaborate with Engineering and Field leadership to secure resources and resolve issues
Organize and lead internal and customer calls with alignment
Maintain regular executive summaries for internal stakeholders
Deliver incident resolution focusing on root cause analysis and knowledge transfer

🎯 Requirements

3+ years managing highly technical customer escalations in software
Experience managing and engaging customers throughout the case life cycle
Skilled in customer-facing and internal root cause analysis
Strong background in utilizing PagerDuty and managing incidents
Familiarity with Linux, AWS, GCP, and Azure
Excellent communication skills (written and verbal) with executives

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