Staff Incident & Escalation Manager

What are we Looking for

• As a Staff Incident and Escalation Manager you will lead the response to high-severity production incidents that impact customers and mission-critical services.


• Operating in a fast-paced, cloud-native environment with globally distributed teams, you will act as the central point of coordination during major incidents, ensure timely resolution, maintain clear communication, and drive long-term process improvements.


• This is a high-impact role with visibility across the organization and a direct influence on customer trust and platform reliability.

What will you do

• Serve as the primary incident commander for high-severity incidents across our production environment.


• Coordinate real-time troubleshooting efforts across globally distributed engineering and operations teams.


• Provide timely, accurate updates to stakeholders, customers (as needed), and executive leadership.


• Determine appropriate escalation paths and timing to drive fast resolution.


• Collaborate across Engineering, SRE, Product, and Support functions to ensure rapid alignment and resource mobilization.


• Facilitate post-incident reviews for high severity events, ensuring root cause analysis and comprehensive documentation.


• Promote a blameless culture and drive learning-focused retrospectives.


• Ensure follow-up action items are clearly defined, assigned, and completed on schedule.


• Maintain visibility into resolution progress and escalate blockers as needed.


• Enhance incident response practices through process development, tooling improvements, and knowledge sharing.


• Partner with global SRE and Engineering teams to improve observability, monitoring, alerting, and runbook quality.


• Participate in a rotating on-call schedule as a designated incident commander for major incidents.


• Be available during your on-call shift to lead incident calls, coordinate cross-functional teams, and drive resolution.


• Ensure smooth handoffs between on-call rotations and maintain accurate status documentation.


• On-call participation is shared equitably across the team and supported with clear escalation protocols and backup coverage.

What Skills and Experience Will You Need

• 5+ years of experience in incident management, SRE, or operations roles within SaaS or cloud-native environments.


• Demonstrated ability to lead complex, high-severity incident response efforts across global teams.


• Strong communication and leadership skills, with the ability to stay composed under pressure.


• Experience with observability and incident tooling (e.g., PagerDuty, Opsgenie, Datadog, Splunk, Jira).


• Deep understanding of service reliability principles, escalation strategies, and root cause analysis methodologies.


• Comfortable working across time zones and in a fast-paced, evolving environment.

You will be joining a cutting-edge company where you will tackle extraordinary challenges and work with the very best in the industry.

• Health Insurance


• Industry-leading gender-neutral parental leave


• Paid Company Holidays


• Paid Sick Time


• Employee stock purchase program


• Employee assistance program


• Gym membership


• Cell phone/wifi allowance


• Numerous company-sponsored events, including regular happy hours and team-building events