Incident Command Lead for Critical Customer Issues

Salesforce, Inc.; Seattle (WA); On-site; USD 94,000 - 178,000; Full time

Job summary

Salesforce, Inc. seeks an Escalation Manager to act as incident commander for critical customer issues, engaging the right resources quickly.

The role is hands-on, balancing authoritative and collaborative modes as needed, and builds relationships across Support, Engineering, CSIRT, Sales, Consulting, QA, Program Management, and Product Management. With an operational focus on prevention, you’ll learn from cases, partner on initiatives to reduce customer impact, and drive service excellence

Qualifications

• Degree or equivalent practical experience; diverse backgrounds welcomed.
• 7+ years in a technical support environment handling sophisticated issues.
• 5+ years in support management, incident response in a high-growth software environment.
• Strong cloud and infrastructure delivery experience; knowledge of multi-tenant clouds.
• Experience coordinating with customers and product teams across partners.
• Familiarity with incident management frameworks (ITIL, NIMS, NIST, SANS).
• Understanding of Salesforce product offerings preferred.

Responsibilities

• Own critical issues and Sev 1s across all clouds and drive resolutions with relevant teams.
• Represent Salesforce on customer bridges and engage customers for operational excellence.
• Manage incidents to meet targets for customer and employee satisfaction, SLAs, and deadlines.
• Coordinate warm handoffs with GEO and weekend escalation managers.
• Build partnerships with Infrastructure, Engineering, Operations, Technical Support, Customer Success, and Sales Leadership.
• Lead retrospectives to identify process improvements and enhance service delivery.
• Deliver operational reports with qualitative and quantitative performance analysis.

Skills

Incident command

Executive communication

Collaboration and influence

Project management

Ownership

Service mindset

Education

Degree or equivalent practical experience

Job description

Salesforce, Inc. seeks an Escalation Manager to act as incident commander for critical customer issues, engaging the right resources quickly.

The role is hands-on, balancing authoritative and collaborative modes as needed, and builds relationships across Support, Engineering, CSIRT, Sales, Consulting, QA, Program Management, and Product Management. With an operational focus on prevention, you’ll learn from cases, partner on initiatives to reduce customer impact, and drive service excellence