Technical Escalation Team Lead
il y a 7 jours
What You'll Do Lead and scale the Technical Escalation function, managing a small team of senior engineers handling L3 technical support. Own incident response: drive coordination, technical depth, and clear communication during high-severity events. Design and refine Pigment's escalation and incident management processes, playbooks, tooling, and RACI, to ensure clarity and accountability. Partner with Engineering and Product to identify root causes, close the loop on recurring issues, and influence reliability-driven roadmap priorities. Mentor and grow engineers through technical guidance, feedback, and structured post-incident learning. Measure and improve key operational metrics (MTTA, MTTR, recurrence rate, etc.) to continuously elevate our response quality.
Who You Are 7+ years in technical escalation, incident management, or technical operations programs within SaaS or cloud environments. Experienced team lead or manager with a bias for action and hands-on technical involvement. Strong analytical and problem-solving skills, comfortable diving into code, logs, and infrastructure details. Solid grasp of incident frameworks (ITIL, SRE practices, postmortems, root cause analysis).Excellent communicator who thrives in cross-functional, fast-moving environments. Passionate about reliability, process excellence, and growing people through ownership and accountability.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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Technical Escalation Team Lead
il y a 7 jours
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