Escalation Manager
HybridDublin, Leinster, Ireland
Job Summary
Manage a portfolio of high-impact, long-running escalations, driving them to resolution through root cause analysis, prevention, and knowledge transfer. Map customer stakeholders, set expectations, and maintain clear communication while collaborating with Engineering and Field leadership to secure resources. Organize internal and customer calls, ensuring alignment and progress across teams. Maintain a regular communication cadence, including executive summaries for internal stakeholders, and ensure timely delivery of commitments by proactively communicating risks. Track and analyze escalation trends to contribute to continuous process improvements and lead initiatives that evolve escalation and incident management practices. Based in Dublin for a hybrid model.
Required Qualifications
- 3+ years managing highly technical customer escalations in the software industry
- Experience with managing and engaging customers throughout the case life history
- Skilled in conducting customer facing and internal technical root cause analysis
- Strong background in utilizing pager duty and managing incidents
- Strong troubleshooting and diagnostic skills with experience in distributed systems and advanced computing concepts
- Familiarity with Linux, cloud platforms (AWS, GCP, Azure), and database technologies
- Experience in corporate/vendor environments working with customers, stakeholders, and vendors
- High emotional intelligence, a customer-focused mindset, and a strong desire to help others
- Ability to quickly learn new technologies and think on your feet in complex situations
- Excellent communication skills (written and verbal) with experience engaging executives and translating technical issues for diverse audiences
- based in Dublin for our hybrid working model
Desired Qualifications
- Experience in software engineering with comfort in programming, queries, and command-line operations
- Background in technical support, customer success, or account management at a database or distributed systems company (NoSQL experience preferred)
- Hands-on experience as a database, network, or storage administrator
- Cloud expertise with AWS, Azure, GCP, and familiarity with IaaS, PaaS, and SaaS environment
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