Support Engineer - Escalation Management

In this role, you will serve as a senior escalation and incident manager responsible for guiding enterprise and high‑visibility customers through their most critical service disruptions. You will be accountable for orchestrating internal and external stakeholders, driving structured incident management, ensuring clear and executive‑level communications, and mitigating business impact during severity‑1 situations. The role balances real‑time crisis ownership with proactive case review and triage, requiring strong judgment, reliability, and composure in high‑pressure environments. This is a fully remote position with participation in a 24x7 on‑call rotation, including nights, weekends, and holidays as required.

• Own and manage high‑priority, business‑critical customer escalations through resolution
• Serve as the incident lead during severity‑1 and high‑visibility situations, ensuring structured escalation processes are followed
• Actively triage incoming critical cases and review long‑running incidents to determine next actions and risk mitigation
• Coordinate cross‑functional internal teams and external stakeholders, including leadership, to drive timely resolution
• Deliver clear, concise, and executive‑level written and verbal communications throughout the incident lifecycle
• Track progress, risks, and dependencies during active incidents and ensure accountability across involved parties
• Identify systemic gaps, operational breakdowns, and recurring issues surfaced during incident execution
• Escalate internally as needed, up to executive levels, to remove blockers and resolve critical issues
• Mentor and guide teams outside the escalation function on critical situation processes when required
• Act as a crisis manager during catastrophic or politically sensitive customer events
• Contribute to continuous improvement efforts, including process optimization, tooling enhancements, and reporting
• Provide detailed incident reporting and insights to support decision‑making and long‑term improvements
• Participate in team initiatives, projects, and on‑call rotation to support 24x7 global coverage

• United States citizenship with an active, valid U.S. passport
• Minimum of 7 years of experience in the technology industry, customer service, support operations, or a related field
  • OR Bachelor’s degree in business, technology, or related field with 4+ years of relevant experience
  • OR Master’s degree in business, technology, or related field with 3+ years of relevant experience
  • OR equivalent professional experience
• Proven experience supporting enterprise or high‑severity customer environments
• Strong familiarity with enterprise software platforms and terminology
• Demonstrated ability to manage high‑pressure situations with professionalism and sound judgment
• Exceptional written and verbal communication skills, including executive‑level summaries
• Ability to self‑manage, remain reliable within a defined shift, and meet strict response and availability expectations
• Willingness and ability to work non‑standard hours, weekends, and public holidays as part of a 24x7 rotation
• Proficiency with collaboration and productivity tools (email, messaging, document creation, spreadsheets, and shared workspaces), with 5–7 years of hands‑on experience

• Prior experience working within a large, complex technology organization
• Direct experience supporting or managing incidents involving enterprise cloud or productivity platforms
• Background in technical, support, or service operations roles (hands‑on technical work not required)
• Cloud fundamentals certification (e.g., cloud platform or productivity suite fundamentals)
• IT service management or project management certifications (ITIL, PMP, or similar)
• Experience mentoring or influencing teams outside of direct reporting structures
• Demonstrated success managing complex, mission‑critical, or politically sensitive customer situations