Hybrid Dublin Escalation Manager — Tech Incident Lead

United States Digital Space LLC; United States; Hybrid; USD 120,000 - 180,000; Full time

Job summary

the company is seeking an Escalation Manager to coordinate and drive resolution of high-impact incidents across cross-functional teams. The role emphasizes timely, accurate status updates to senior leadership and proactive stakeholder communication.

Ideal candidates bring 3+ years managing technical customer escalations, strong root cause analysis, and experience with incident management tools like pager duty.

Qualifications

• 3+ years managing highly technical customer escalations in the software industry.
• Experience with managing and engaging customers throughout the case life history.
• Skilled in conducting customer facing and internal technical root cause analysis.
• Strong background in utilizing pager duty and managing incidents.
• Strong troubleshooting and diagnostic skills with experience in distributed systems and advanced computing concepts.
• Familiarity with Linux, cloud platforms (AWS, GCP, Azure), and database technologies.
• Experience in corporate/vendor environments working with customers, stakeholders, and vendors.
• High emotional intelligence, a customer-focused mindset, and a strong desire to help others.
• Ability to quickly learn new technologies and think on your feet in complex situations.
• Excellent communication skills (written and verbal) with experience engaging executives and translating technical issues for diverse audiences.

Responsibilities

• Manage a portfolio of high-impact, long-running escalations, driving them to resolution.
• Map customer stakeholders, set and reset expectations, and maintain clear, consistent communication.
• Collaborate with Engineering and Field leadership to secure resources and drive issue resolution.
• Organize and lead internal and customer calls, ensuring alignment and progress across teams.
• Maintain a regular communication cadence, including executive summaries for internal stakeholders.
• Ensure timely delivery of commitments by proactively communicating risks or changes.
• Deliver high-quality incident resolution focused on root cause analysis, prevention, and knowledge transfer.
• Track escalation trends to contribute to continuous process improvements.
• Lead or support initiatives that evolve escalation and incident management practices.

Skills

Escalation management

Customer lifecycle

Root cause analysis

Pager duty

Distributed systems

Linux

Cloud platforms

Databases

Vendor management

Executive communication

Job description

the company is seeking an Escalation Manager to coordinate and drive resolution of high-impact incidents across cross-functional teams. The role emphasizes timely, accurate status updates to senior leadership and proactive stakeholder communication.

Ideal candidates bring 3+ years managing technical customer escalations, strong root cause analysis, and experience with incident management tools like pager duty.