Senior Technical Escalations & Incident Manager

Socket.dev; Seattle (WA); Hybrid; USD 190,000 - 240,000; Full time

Job summary

Outreach is seeking a Staff Technical Escalations Manager in the Seattle area. You will own high-impact customer escalations, coordinate across Product, Engineering, Success, and Support, and ensure clear ownership, timelines, and communication.

You will lead the Incident Management Program, run weekly reviews, and drive long-term risk reduction through structured post-mortems and durable process improvements. Periodic on-call may be required.

Qualifications

• 7+ years in technical escalation management or similar customer-facing roles.
• Ability to communicate across senior executives and engineers.
• Proven track record managing complex escalations and incidents.
• Experience with executive reporting and post-incident analysis.

Responsibilities

• Own complex, high-impact escalations from triage to resolution.
• Drive cross-functional partnerships to align stakeholders.
• Lead and mature the Incident Management Program.
• Run weekly Red Account and Incident Review meetings.
• Create scalable processes to reduce repeat escalations.
• Document executive summaries and post-incident reviews.
• Facilitate difficult conversations with clarity.
• Deliver post-mortem analyses and lessons learned.

Skills

Tech Escalations

Incident Mgmt

Executive Presence

Cross-functional Leadership

Communication

Post-mortems

Job description

Outreach is seeking a Staff Technical Escalations Manager in the Seattle area. You will own high-impact customer escalations, coordinate across Product, Engineering, Success, and Support, and ensure clear ownership, timelines, and communication.

You will lead the Incident Management Program, run weekly reviews, and drive long-term risk reduction through structured post-mortems and durable process improvements. Periodic on-call may be required.