Senior Escalation Manager

Highlights

• Own end-to-end escalations for demanding AI workloads on large GPU infrastructure.
• Turn incident patterns into supportability requests that drive escalation rates down.
• Bridge Support and Engineering to keep customer-impacting incidents moving forward.

What they offer

• Restricted Stock Units and competitive compensation
• Paid time off, paid holidays and leave programs
• Comprehensive health, dental and vision insurance
• Employer HSA contributions
• Paid parental leave and life/disability insurance
• 401(k) with company match up to 4% of salary
• Professional development and tuition reimbursement
• Daily meals allowance, cell phone stipend and commuter benefits

Ideal candidate

Calm, organized problem-solver who thrives in fast growth and loves connecting support with engineering. You take ownership of customer impact, communicate clearly under pressure, and turn recurring issues into lasting improvements.

Requirements

• Experience with tooling such as Zendesk, Jira or incident.io, and Slack
• Calm, clear communication under pressure with customers, engineers and executives
• Ability to influence without authority and hold cross-functional teams to commitments
• Experience in a fast-paced organization going through rapid growth