Escalation Manager - EST hours

📋 Description

• Escalation ownership: manage high-impact escalations to resolution
• Stakeholder management: map stakeholders and align expectations
• Cross-functional coordination: work with Eng/Field to resolve issues
• Call leadership: organize internal and customer calls for progress
• Executive communication: provide regular summaries for stakeholders
• Risk management: proactively flag risks and changes to ensure timely delivery

🎯 Requirements

• Escalation experience: 3+ years managing technical escalations
• RCA: root cause analysis for incidents
• Incident tooling: PagerDuty experience
• Technical depth: troubleshooting distributed systems
• Technical environment: Linux, cloud platforms, databases
• EQ and communication: high EQ and strong communication
• Improvement leadership: lead cross-functional improvement initiatives
• Customer engagement: experience managing customer engagement lifecycle

🎁 Benefits

• Equity and employee stock purchase program
• Flexible paid time off
• Fertility and adoption assistance
• Generous parental leave policy