Sr. Escalation Engineer

About the role

Lead P1/P2 incidents and complex customer escalations from intake to resolution or handoff, coordinating cross-functional teams and leadership. Assign actions, track progress, remove blockers, and provide timely, accurate stakeholder updates. Assess risks, drive mitigation plans, and lead post-incident reviews, root-cause analysis, and corrective actions.

What you'll do

• Drive the response to major incidents and complex customer escalations to
• Lead P1/P2 incidents and complex customer escalations from intake to resolution or handoff, coordinating cross-functional teams and leadership
• Assess risks, drive mitigation plans, and lead post-incident reviews, root-cause analysis, and corrective actions
• Develop and improve incident-management processes, playbooks, governance, and operational reporting

What you need

• 6–10 years in customer support & success
• Escalation handling
• Root cause analysis
• Any graduate