Senior Incident Command Lead – Customer Excellence

Momentum; Austin (TX); On-site; USD 150,000 - 190,000; Full time

Job summary

Leadout Capital is seeking an Escalation Manager in the United States to lead critical customer issues across cloud platforms and collaborate with multiple teams, including Support, Engineering, and Sales. The role focuses on prevention, learning from incidents, and minimizing customer impact.

You will build strong relationships with customers and internal teams, drive operational excellence, and deliver timely, data-driven reports to leadership.

Qualifications

• 7+ years in a technical support environment handling highly sophisticated issues.
• 5+ years in support management, critical issue management, and incident response in a high-growth software or hardware tech organization.
• Strong cloud and infrastructure delivery experience; deep knowledge of multi-tenant cloud systems.
• Experience managing customer concerns across multiple partners including product teams.
• Familiarity with incident management frameworks (ITIL, NIMS, NIST, SANS).
• Understanding of Salesforce product offerings is strongly preferred.

Responsibilities

• Own critical issues and Sev 1s across all clouds, and drive them to resolution with appropriate teams.
• Represent Salesforce on customer bridges and engage customers to drive operational excellence.
• Manage incidents to meet targets for customer satisfaction, employee satisfaction, service levels, resolution time, and deadlines.
• Coordinate warm handoffs with other GEO and weekend escalation managers.
• Build trusted partnerships with Infrastructure, Engineering, Operations, Technical Support, CSIRT, Sales Leadership to ensure company-wide alignment.
• Lead retrospectives to identify process improvements, and continuously improve service delivery.
• Deliver operational reports with qualitative and quantitative analysis of business performance.

Skills

Incident command

Executive communication

Collaboration

Project management

Ownership

Service mindset

Thrives under pressure

Urgent decision making

Education

Degree or equivalent practical experience

Job description

Leadout Capital is seeking an Escalation Manager in the United States to lead critical customer issues across cloud platforms and collaborate with multiple teams, including Support, Engineering, and Sales. The role focuses on prevention, learning from incidents, and minimizing customer impact.

You will build strong relationships with customers and internal teams, drive operational excellence, and deliver timely, data-driven reports to leadership.