Manager of Escalations Engineering

As a technical leader, you will develop deep product knowledge and work cross-functionally with engineering teams, product management, customer success, technical support and directly with customers. We are looking for a leader with the ability to balance hands-on technical work with people and process management.What you will do:Lead and mentor a global team of escalation engineers, driving performance, growth, and technical excellence.Own the end-to-end resolution of high-priority, complex technical escalations from enterprise customers, ensuring transparency and timely communication.Act as the technical point of contact during critical incidents and major outages, interfacing with Support, R&D, Product, Sales Engineering, and Customer Success teams.Collaborate with R&D to identify bugs, architectural issues, and product gaps, influencing product improvements and long-term solutions.Ensure post-mortem reviews are conducted and root cause analyses are documented clearly and completely.Drive the development of escalation handling processes, response templates, and team playbooks to ensure consistency and efficiency.Roll up your sleeves and dive into logs, code, and environments when needed to model problem-solving best practices.#LI-KR1#LI-Hybrid