Incident & Escalation Lead- Enterprise Customers

📋 Description

• Own complex, executive-level, and commercial escalations from beginning to end, following the
• Advocate for enterprise customers internally and coordinate Engineering, Support, Product, Customer
• Track commitments, responsibilities, deadlines, and deliverables, ensuring that the teams involved
• Maintain clear, written, customer-facing resolution plans and update them at every major
• Coordinate with Incident Managers during concurrent technical incidents to ensure customers receive
• Lead external escalation communications using approved templates and communication schedules.

🎯 Requirements

• Experience in enterprise technical support, customer success, incident management, or escalation
• Demonstrated success owning complex, multi-stakeholder escalations from initial engagement through
• Experience developing and maintaining structured resolution plans, escalation plans, or account
• Excellent written and verbal communication skills, with the ability to translate complex technical
• Proven ability to coordinate Engineering, Support, Product, Customer Success, and Sales teams under
• Calm, organized, and structured decision-making skills, particularly when information is incomplete

🎁 Benefits

• Flexible Paid Time Off.
• Equity compensation and Employee Stock Purchase Plan.
• Growth and Development Fund to support professional learning.
• Parental leave.
• Team Member Resource Groups.
• Benefits designed to support health, financial well-being, and personal development.