Job Title: Cloud Services Escalation Lead
Location: Remote – USA or Canada (ET)
Compensation: $130.000 - $160,000 USD (depending on location)
About Centric Software:
Centric Software stands at the forefront of innovation, delivering cutting-edge PLM solutions tailored specifically for the retail, fashion, footwear, luxury, and consumer goods industries. Our enterprise software applications are designed to meet the unique challenges of the fast-moving consumer goods market, empowering businesses to manage, optimize, and execute their critical processes with ease.
From concept to production, our software solutions streamline the journey of bringing products to life. We support our customers in effectively managing materials, sourcing, quality, and pricing, ensuring every step leads to a successful final catalog. With Centric Software, businesses can navigate the complexities of product development with confidence and agility. www.centricsoftware.com
Job Summary
As the Cloud Services Escalation Lead, you will serve as the technical authority and crisis manager for escalated issues across our multi-cloud environment—spanning AWS, Azure, and Google Cloud Platform. You’ll lead the charge in resolving high-impact incidents, coordinating across engineering, support, and product teams to restore service and drive long-term improvements. This role demands deep technical expertise, strategic thinking, and the ability to thrive under pressure while maintaining clear communication with stakeholders at all levels.
Key Responsibilities
- Lead resolution of critical escalations across AWS, Azure, and GCP environments
- Serve as the final escalation point for complex, customer-impacting incidents
- Coordinate cross-functional teams (engineering, support, product) during outages and service disruptions
- Conduct deep technical investigations and root cause analyses across cloud platforms
- Develop and maintain escalation protocols, incident runbooks, and postmortem documentation
- Communicate incident status and resolution plans to internal and external stakeholders
- Identify patterns in escalations and collaborate with engineering to implement preventive measures
- Mentor support engineers and contribute to internal knowledge sharing and training initiatives
- Influence product and infrastructure roadmaps to improve reliability and customer experience
Required Skills & Experience
- 8+ years in cloud operations, technical support, or infrastructure engineering
- Hands-on experience with AWS, Azure, and GCP (multi-cloud architecture and troubleshooting)
- Strong understanding of networking, security, and distributed systems
- Proven track record in incident management and escalation handling
- Excellent communication and stakeholder management skills
- Ability to lead under pressure and drive clarity in ambiguous situations
- Bachelor's or Master’s in Computer Science, Engineering, or related field
- Relevant certifications (e.g., AWS Solutions Architect, Azure Administrator, GCP Professional Cloud Architect) are a plus
Preferred Attributes
- Strategic mindset with a bias for action
- Passion for operational excellence and customer success
- Experience with ITIL, DevOps, and SRE principles
- Familiarity with observability tools (e.g., Datadog, Splunk, New Relic, Prometheus)
The US base salary range for this full-time position is $130,000 - $160,000 (depending on location). Our salary ranges are determined by role, level and location. The range for each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience and relevant education or training. Please note that the compensation details listed reflect the base salary and certain positions may be offered with additional variable incentives.
Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.
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What We Do
Centric Software® is the innovator behind the #1 Product Lifecycle Management (PLM) platform, Centric PLM™, that is blazing the trail for brands, manufacturers and retailers across all segments of the consumer goods industry. Headquartered in Silicon Valley, Centric Software has shattered the mold to create state-of-the-art digital solutions to satisfy the needs of every player in the market, large and small, and supports their mission to develop high-quality, sustainable products that are on time and on trend. - Centric PLM delivers enterprise-class merchandise planning, product development, sourcing, quality and product portfolio optimization innovations specifically for fast-moving consumer industries. Centric PLM streamlines the product development process from concept to retail. - Centric Planning provides best-in-class data and visually driven financial, merchandise and assortment planning as well as store and vendor forecasting to maximize margins and for seamless and fast, pre and in-season execution. - Centric Visual Boards improves collaboration and decision-making of merchandising and buying teams through intuitive digital boards, driving innovation and decreasing time to market. All Centric solutions are market-driven, ensuring they meet the needs of customers. These innovations include the first ever PLM mobile apps, 3D CAD connectors, sustainability integrations, and more. Centric Software has the highest user adoption rates in the industry and proudly maintains a 99% customer retention rate due to its seamless implementation methodology which ensures that 100% of its customers go live. Centric Software is proud to provide the best solution, backed by the best team to service the best customers. Centric Software is a subsidiary of Dassault Systèmes (Euronext Paris: #13065, DSY.PA). For more information, please visit www.centricsoftware.com.
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