Escalations Technical Leader

About the role

Lead P1/P2 incidents and complex customer escalations, coordinating cross-functional teams through resolution. Drive action tracking, ownership, stakeholder communication, and risk mitigation. Lead post-incident reviews, root-cause analysis, and corrective actions. Improve incident-management processes, playbooks, governance, and operational reporting.

What you'll do

• Lead P1/P2 incidents and complex customer escalations, coordinating cross-functional teams through resolution
• Drive action tracking, ownership, stakeholder communication, and risk mitigation
• Lead post-incident reviews, root-cause analysis, and corrective actions
• Improve incident-management processes, playbooks, governance, and operational reporting
• Conduct crisis simulations and tabletop exercises to strengthen readiness

What you need

• 1–3 years in customer support & success
• Escalation handling
• Root cause analysis
• Communication
• Any graduate