Act as the primary escalation leader for executive-level issues, ensuring rapid triage, stakeholder alignment, and resolution accountability.
Mobilize and lead cross-functional teams (Support, Engineering, CloudOps, Product, Customer Success) in a time-bound, outcome-driven manner.
Deliver concise, high-impact updates to C-level stakeholders internally and externally.
Prepare and present executive summaries, root cause analyses, and resolution plans.
Define and evolve escalation workflows, playbooks, and communication protocols.
Serve as a trusted advisor and advocate for strategic customers, ensuring their voice is heard and their issues are resolved with urgency and care.

Requirements

10+ years in technical support, customer success, or engineering leadership roles.
Proven experience managing executive-level escalations in a SaaS, cloud, or telecom environment.
Exceptional communication and presentation skills with executive audiences.
Strong analytical and decision-making capabilities under pressure.
Experience leading global, cross-functional teams in a matrixed environment.
Familiarity with ITIL, incident management frameworks, and CRM/Salesforce workflows.

Benefits

As a part of the total compensation package, this role may be eligible for a bonus.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportcustomer successengineering leadershipexecutive-level escalationsSaaScloudtelecomITILincident management frameworksCRM

Soft Skills

communication skillspresentation skillsanalytical skillsdecision-makingleadershipstakeholder alignmentproblem-solvingadvocacyteam mobilizationoutcome-driven