СШАEscalations Manager
1 нед. назад
СШАOnsite
Manage and resolve escalated issues across multiple technical teams to support demanding AI workloads.
Обязанности
- Cloud runs some of the most demanding AI workloads in the world on large-scale GPU infrastructure. When something goes wrong for a customer, the path from first report to root cause often crosses several teams: Support Engineering, Product Engineering, SRE, Networking, Storage, and Data Center Operations. As Escalation Manager, you'll own that path.
- Reporting to the Director, Customer Support Engineering, within Cloud Go-To-Market, you'll be the bridge between Customer Support and Engineering. You'll track every escalation and customer-impacting incident from start to finish, make sure the right engineers are engaged and moving, and keep customers and stakeholders informed. Then you'll look across all of it to find the patterns, turn them into supportability requests the Product team can act on, and drive the escalation rate down over time.
- You'll work side by side with the Senior Manager, Customer Support, who leads and develops the Support Engineering team. They build the team's technical depth; you make sure the path from Support to Engineering is fast, visible, and needed less often. Together, you'll help support engineers take more ownership of their cases, both before and after they escalate.
Требования
- 5+ years in technical support, support engineering, escalation management, incident management, or SRE/operations in a cloud, infrastructure, or SaaS environment
- 2+ years owning escalations or incidents that span multiple engineering teams
- A solid technical foundation in cloud infrastructure, including Linux, networking, virtualization, and Kubernetes: enough to read logs, follow a technical investigation, and hold your own with engineers
- A track record of reducing escalation volume or resolution time through process, tooling, or product changes
- Comfort with data: building dashboards and reports (SQL, Looker, Tableau, Sheets, or similar) and turning them into clear recommendations
- Hands-on experience with tools such as Zendesk, Jira or, and Slack
- Calm, clear communication under pressure, in writing and live, with customers, engineers, and executives
- The ability to influence without authority and hold cross-functional teams to their commitments
- Experience in a fast-paced organization going through rapid growth
Будет плюсом
- Experience with GPU compute, HPC, InfiniBand or RoCE networking, or AI/ML training and inference infrastructure
- A background as a support engineer or SRE before moving into escalation management
- Experience standing up an escalation or problem management function from scratch
- Scripting or automation skills (Python, Bash) to streamline workflows
- ITIL or other incident and problem management certification
Условия
- Competitive compensation and equity packages
- Restricted Stock Units
- Paid time off, paid holidays & leave of absence programs
- Comprehensive health, dental & vision insurance
- Employer contributions to HSA account
- Paid parental leave
- Paid life insurance, short-term and long-term disability
- Professional development & tuition reimbursement
- Mental health & wellness support
- Commuter benefits (parking & transit)
- Cell phone stipend
- 401(k) Retirement plan with company match up to 4% of salary
- Volunteer time off
- Global travel insurance & emergency assistance
- Daily meals allowance
- Additional perks & programs specific to location
- Compensation will be paid in the range of up to $145,000 - $200,000 base + bonus. Restricted Stock Units are included in all offers. Compensation to be determined by the applicant's knowledge, education, and abilities, as well as internal equity and alignment with market data.
Другое
- is on a mission to accelerate the abundance of energy and intelligence . As the only vertically integrated AI infrastructure company built from the ground up, we own and operate each layer of the stack — from electrons to tokens — to power the world's most ambitious AI workloads. When you join , you join a team that is building the future, faster.
- We're in the midst of the greatest industrial revolution of our time. The demand for AI compute is boundless, and power is a bottleneck. We're solving that — with an energy-first approach that makes AI infrastructure better for the world and faster for the people innovating with AI.
- We're looking for problem-solving, opportunity-finding teammates with a sense of urgency, who believe in the scale of our ambition and thrive on a path not fully paved — people who want to grow their careers alongside a team of experts across energy, manufacturing, data center construction, and cloud services.
- If you want to do the most meaningful work of your career, help our customers and partners advance their AI strategies, and be part of a high-performing team that believes in each other, come build with us at .
- Define and maintain escalation criteria, severity definitions, and handoff standards so support engineers know when to escalate, how to escalate, and what an escalation-ready case looks like
- Build and publish reporting on escalation volume and rate, time to engage, time to resolve, aging, and top drivers by product area and customer, for Support, Engineering, and Product leadership to use in their decisions
- Improve the tooling and workflows between the support platform and engineering trackers, such as Zendesk and Jira, so escalations move faster with less manual work
- Own the end-to-end lifecycle of every escalation from Support to Engineering: intake, triage, routing, follow-through, and closure
- Keep a single source of truth for all active escalations and customer-impacting incidents, each with a clear owner, next step, and ETA, so nothing ages without someone noticing
- Own the supportability backlog with Product, track requests through to delivery, and close the loop with the support team on what shipped
- Own escalation rate as a core KPI, set reduction targets with the Director, and lead the initiatives that bring escalation rate and time to resolve down quarter over quarter
- Act as the primary bridge between Support Engineers and Engineering teams, unblocking stalled issues and escalating further when needed
- Run recurring escalation reviews with Engineering to keep aging issues moving
- Join incident response for customer-impacting events: coordinate support-side communication, track affected customers, and make sure follow-ups land after resolution
- Give clear, timely status updates to customers, account teams, and leadership on high-severity and high-visibility issues
- File, prioritize, and advocate for supportability requests with Product, including better logging, diagnostics, observability, error messages, self-service tooling, and internal admin capabilities that let Support resolve issues without Engineering
- Bring the customer's voice into product planning with data, not anecdotes
- Review escalations regularly to identify recurring issues, product gaps, knowledge gaps, and process breakdowns
- Feed findings into postmortems, runbooks, and knowledge base articles, and partner with the Senior Manager, Customer Support on training that closes the gaps the escalation data reveals
- Coach support engineers to troubleshoot further, own cases end to end, and actively drive their escalations instead of handing them off