🛠 Tech Stack

💼 About This Role

You'll lead high-severity customer escalations and major incident response across a global support environment, coordinating cross-functional teams. This role is critical for improving service reliability and driving executive-level communication under pressure.

🎯 What You'll Do

• Manage high-severity escalations and major incident responses
• Coordinate cross-functional tiger teams for rapid resolution
• Serve as primary escalation contact for executive-level stakeholders
• Participate in on-call rotations and duty management
• Drive incident reviews, post-mortems, and root cause analysis

📋 Requirements

• 7+ years in enterprise technical support or customer-facing technical roles
• Strong background in managing escalations or major incidents
• Excellent executive communication skills for high-pressure situations
• Solid technical understanding of distributed systems or enterprise technologies

✨ Nice to Have

• Exposure to telecom, SIP, PBX, or CPaaS environments
• Prior experience as an Escalation Manager or Technical Account Manager

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 🏥 Comprehensive healthcare coverage
• 💰 Retirement savings programs
• 🌍 Remote-first work environment
• 📚 Learning and development opportunities

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Technical Interview· 60 min
3. 3Leadership Interview· 45 min