Senior Technical Escalations & Incident Leader

We Love AI Jobs; Seattle, Northern (WA, KY); Hybrid; USD 140,000 - 180,000; Full time

Job summary

Outreach is seeking a Staff Technical Escalations Manager to own high-impact customer escalations and coordinate cross-functional incident responses. You will lead the Red Account and Incident Management Programs, ensuring proactive, transparent communication across Product, Engineering, Customer Success, and Support.

You will partner with executives and engineering teams to drive durable troubleshooting paths, post-mortems, and risk mitigation, while maintaining calm under pressure and

Qualifications

• 7+ years of experience in technical escalation management, incident management, or related customer-facing roles.
• Ability to translate technical detail for executives and collaborate with engineering and support teams.
• Proven track record of managing complex escalations and large-scale incident responses.

Responsibilities

• Own complex, high-impact escalations from triage to full resolution.
• Drive cross-functional partnerships across Product, Engineering, Success, and Customer Support.
• Lead incident management programs and post-mortem analyses, with clear ownership and timelines.
• Coordinate weekly Red Account and Incident Review meetings with clear next steps and risks.
• Develop scalable processes to reduce repeat escalations and improve resilience.
• Deliver executive summaries and actionable recommendations with measurable follow-through.
• Communicate clearly during ambiguous situations and align stakeholders on mitigation plans.

Skills

Executive communication

Incident management

Cross-functional leadership

Process improvement

Stakeholder management

Escalation management

Oral/written communication

Accountability and judgment

Job description

Outreach is seeking a Staff Technical Escalations Manager to own high-impact customer escalations and coordinate cross-functional incident responses. You will lead the Red Account and Incident Management Programs, ensuring proactive, transparent communication across Product, Engineering, Customer Success, and Support.

You will partner with executives and engineering teams to drive durable troubleshooting paths, post-mortems, and risk mitigation, while maintaining calm under pressure and