Escalations Technical Leader

About the role

You'll work alongside distinguished engineers and leaders, interact directly with customer executives, and help shape the future of our security products. If you’re excited to solve complex problems, drive innovation, and make a tangible difference for customers and the business, this team is the place to be.

What you'll do

• Drive the response to major incidents and complex customer escalations to ensure rapid restoration of critical services and customer satisfaction
• Coordinate cross-functional teams, assign actions, track progress, and deliver timely updates to stakeholders, minimising risk and business disruption
• Prepare operational reports, outage summaries, and follow-up actions to promote transparency and continual improvement
• Partner with Problem Management to document root causes and implement corrective measures, preventing repeat incidents
• Lead post-incident reviews, develop and refine playbooks, and leverage automation to enhance efficiency and organizational readiness

What you need

• Escalation handling
• JIRA
• Salesforce
• Root cause analysis
• Incident response
• Communication

Good to have

• ITIL
• Splunk
• EDR
• C++
• Kubernetes
• Python