Head of Technical Escalation

**Our story so far...**

Pigment’s mission is to enable people and businesses to make better decisions.

Founded in 2019 by Romain Niccoli (ex founder and CTO of Criteo) and Eléonore Crespo (Index Ventures and Google), Pigment is a fast-growing international scale-up that raised over $160M+ to become the central business planning solution powering Finance, HR, Sales, and Marketing decisions.

We serve fast-growing companies including Gong, Carta, Ledger, Deliveroo, Brex, Melio, and Spendesk to name a few

Pigment has a remote flexible policy in which we offer 'in office', hybrid (up to 60% remote), and fully remote in exceptional circumstances. We have offices in Paris, London, New York and Toronto.

**What we do**

Pigment is a SaaS planning platform that enables any business to play with business data in a safe, fun and collaborative environment.

It is an intuitive platform, which anyone can use and understand, that allows leaders and teams to analyze all of their business data better and anticipate the impact of their decisions with unprecedented speed and flexibility.

Join a forward-thinking team (from Meta, Google, Criteo, Datadog and others) that likes to move fast, work smart and solve big challenges as a team on this exciting journey

**The opportunity**

We are looking for a Head of Technical Escalation. This role will be in charge of securing high standards of quality for the Pigment production platform, in terms of stability, performance, and resilience. The end goal is to proactively minimize the probability for issues to (re)occur and speed up their detection, mitigation, and resolution should they happen. Working hand in hand with the engineering teams and their business counterparts to provide outstanding customer service.

**What you’ll do**

We expect you will be hands-on in order to familiarize yourself with the reality of Pigment production and its main technical aspects. Over time, you would step up into a more strategic position. You will be free to create your own role. There is plenty of room to create opportunities for yourself - such as creating and leading programs, driving change across product & engineering, hiring, building, and promoting a team of experts, and even extending responsibilities to quality engineering. The end goal is to proactively minimize the probability for issues to (re)occur and speed up their detection, mitigation, and resolution should they happen.

As of the creation of this role, responsibilities entail:

- Secure and improve the quality of issue handling and incident response across the engineering teams
- Act as the main interface to key stakeholders and ensure they receive appropriate communication
- Act as an escalation point on critical issues and provide incident management on those (crisis handling, war room)
- Lead post-root cause analysis, follow-up on action plans, identify contributing factors and advocate for their resolution
- Drive healthy production-related practices, in particular on monitoring and alerting
- Define quality metrics and their related objectives, use them to fund/lead/distribute the resulting projects and tasks
- Find every way to ingrain quality in the engineering & product culture, by aligning teams on a common vision & strategy, distributing accountability, leading and empowering appropriately
- Manage the technical escalation team

**Who you are**

You have at least 10 years of experience in similar roles, such as engineering management, engineering program management, quality engineering, technical support / escalation
- You are not required to code, but are technically proficient: you can do technical investigations, understand how complex architecture works, analyze and query data, talk with software engineers and challenge them at ease
- You have demonstrated experience in prioritizing and solving problems in strained situations
- You are comfortable navigating uncertainty and intense situations when no day is the same
- You are used to navigating between operational and strategic level throughout the work week
- You have already driven change or led transformational projects at scale
- You have excellent communication skills, oral and written, as you’ll need to frequently keep all stakeholders aligned and sometimes challenge them

Fluency in English (French not required).
- Location: Paris (Presence required in the office regularly in order to sit with engineers)

Salary range: 100k-150k depending on seniority

€100,000 - €150,000 a year
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