Escalation Manager

Job Summary

Acting as incident commander for critical customer issues, the full-time remote Escalation Manager will engage resources to resolve high-severity incidents, build strong relationships across teams, and focus on operational excellence and prevention strategies.

Key Responsibilities

• Own critical issues and Sev 1s across all clouds, driving them to resolution with the appropriate teams
• Represent Salesforce on customer bridges and engage customers to drive operational excellence
• Manage incidents to meet targets for customer satisfaction, service levels, and project deadlines

Required Qualifications

• Degree or equivalent practical experience in a relevant field
• 7+ years in a technical support environment, handling sophisticated issues
• 5+ years in support management and incident response in a high-growth technology organization
• Strong cloud and infrastructure technology experience, with knowledge of multi-tenant cloud systems
• Familiarity with incident management frameworks such as ITIL or NIMS