Technical Escalation Team Lead

Posted 6 Days Ago
Be an Early Applicant
Paris, Île-de-France
Hybrid
Expert/Leader
Software
The Role
Lead a team to manage technical escalations and incident responses in a SaaS environment, improve processes, and mentor engineers.
Summary Generated by Built In
We’re looking for a hands-on leader to lead Pigment’s Technical Escalation and Incident Management function. You’ll lead a team of engineers responsible for investigating and resolving complex customer issues, managing major production incidents, and continuously improving our processes to strengthen reliability and customer trust.This is a high-impact role that blends technical depth, operational rigor, and leadership. You’ll drive critical customer issue resolution, build scalable escalation practices, and shape how Pigment learns and evolves from every incident.

What You’ll Do
Lead and scale the Technical Escalation function, managing a small team of senior engineers handling L3 technical support.
Own incident response: drive coordination, technical depth, and clear communication during high-severity events.
Design and refine Pigment’s escalation and incident management processes, playbooks, tooling, and RACI, to ensure clarity and accountability.
Partner with Engineering and Product to identify root causes, close the loop on recurring issues, and influence reliability-driven roadmap priorities.
Mentor and grow engineers through technical guidance, feedback, and structured post-incident learning.
Measure and improve key operational metrics (MTTA, MTTR, recurrence rate, etc.) to continuously elevate our response quality.

Who You Are
7+ years in technical escalation, incident management, or technical operations programs within SaaS or cloud environments.
Experienced team lead or manager with a bias for action and hands-on technical involvement.
Strong analytical and problem-solving skills, comfortable diving into code, logs, and infrastructure details.
Solid grasp of incident frameworks (ITIL, SRE practices, postmortems, root cause analysis).Excellent communicator who thrives in cross-functional, fast-moving environments.
Passionate about reliability, process excellence, and growing people through ownership and accountability.

Top Skills

Cloud Environments
Itil
SaaS
Sre Practices
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The Company
HQ: Paris
187 Employees
Year Founded: 2019

What We Do

In a world moving at an incredibly fast pace, businesses have grown accustomed to change. Transforming their business model, pivoting their strategy, rethinking their go-to-market, the list goes on.

To enable these changes, they have also had to rethink the way they work.
Breaking down silos isn’t a best practice anymore. It’s a given.

And yet, when it comes to planning, little has changed. In fact, planning tools work the exact opposite way, reinforcing data and people silos, and preventing teams from working together toward their common goals.

As a result, planning is usually seen as a dreadful process.
But the truth is, planning drives strategy. It’s high time we serve it with the right tools.

Pigment is the business planning platform for fast-growing companies. Our mission is to help companies make better, faster decisions in a changing world, and drive revenue growth.
At Pigment we believe that:

✅ Real-time data informs better outcomes. Trim your sail, and make the best use of current winds.

✅ Reporting should be accurate, quick, and insightful.

✅ Planning should be simple, smooth, and delightful.

✅ Less time should be spent on data crunching, more time on bringing insights to the business.

✅ Collaboration should be at the heart of any planning process, so your organization works as one.

Book your demo today ? https://www.gopigment.com/contact

We’re hiring! Check out our offers: https://jobs.lever.co/pigment

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