Escalations Manager, Technical Support

We're scaling fast, our customer base is growing in complexity, and high-impact issues now require focused ownership. We're looking for a senior owner-operator who brings operational discipline, clarity under pressure, and strong customer presence to critical situations — and who wants to build the program, not inherit one. This role drives consistent, coordinated response across Support, Engineering, Product, and SMEs, and ensures customers receive clear, timely, and trustworthy communication during escalations. Your work will turn escalation insights into systemic improvements while strengthening trust with customers and internal partners. This is a senior individual-contributor role with broad ownership and decision-making authority.…