Senior Incident Commander for Critical Escalations

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

Job summary

Salesforce, Inc. is seeking an Escalation Manager who acts as incident commander for critical customer issues, coordinating across Support, Engineering, CSIRT, Sales, Consulting, QA, and Product Management to resolve Sev 1 incidents.

The role emphasizes prevention and learning from cases to reduce customer impact. The position requires deep cloud and infrastructure knowledge, strong communication with executives, and the ability to lead cross-functional teams under pressure while maintaining a

Qualifications

• Degree or equivalent practical experience. We assess experience from any setting, such as work, military, volunteer, or leadership roles, based on the skills and behaviors this role requires.
• 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 technology organization.
• Strong cloud and infrastructure technology and delivery experience. Technical literacy is required, and deep knowledge of multi-tenant cloud systems and complex infrastructure is highly desirable.
• Experience managing customer concerns across multiple partners, including customers and product teams.
• Familiarity with incident management frameworks (ITIL, NIMS, NIST, SANS, etc.).
• Understanding of Salesforce product offerings is strongly preferred.

Responsibilities

• Own critical issues and Sev 1s across all clouds, and drive them to resolution with the 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 project deadlines.
• Coordinate warm handoffs with other GEO and weekend escalation managers.
• Build trusted partnerships with Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and 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 and influence

Project management

Ownership

Service mindset

Job description

Salesforce, Inc. is seeking an Escalation Manager who acts as incident commander for critical customer issues, coordinating across Support, Engineering, CSIRT, Sales, Consulting, QA, and Product Management to resolve Sev 1 incidents.

The role emphasizes prevention and learning from cases to reduce customer impact. The position requires deep cloud and infrastructure knowledge, strong communication with executives, and the ability to lead cross-functional teams under pressure while maintaining a