💼 About This Role

You'll lead Pigment's Technical Escalation and Incident Management function, managing a team of senior engineers handling L3 support. You'll drive critical customer issue resolution and build scalable escalation practices to strengthen reliability and customer trust.

🎯 What You'll Do

• Lead and scale the Technical Escalation function.
• Own incident response for high-severity events.
• Design escalation and incident management processes.
• Partner with Engineering to influence reliability roadmap.

📋 Requirements

• 7+ years in technical escalation or incident management.
• Experienced team lead with hands-on technical involvement.
• Comfortable diving into code, logs, and infrastructure details.
• Solid grasp of incident frameworks like ITIL or SRE practices.