Staff Technical Escalations & Incident Leader

Outreach; Seattle (WA); Hybrid; USD 95,000 - 145,000; Full time

Benefits offered by this job

Incentive compensation

Bonus

Restricted stock units

Benefits

Job summary

Outreach is seeking a Staff Technical Escalations Manager to own complex, executive-visible escalations, lead incident management, and drive long-term risk reduction across Product, Engineering, Success, TAC, and Support. You thrive under pressure and communicate clearly with leaders.

This role anchors the Red Account and Incident Management programs, leads post-mortems, and ensures durable improvements. Hybrid work in Atlanta or Seattle, with on-call as needed; compensation ranges from $95k to

Qualifications

• 7+ years of experience in technical escalation management or incident management.
• Strong executive-level communication and cross-functional collaboration.
• Proven track record managing complex escalations and large-scale incidents.
• Ability to align product, engineering, success, and customer success around durable troubleshooting.
• Experience designing and maturing incident response programs.

Responsibilities

• Own complex, high-impact escalations from triage to resolution.
• Lead cross-functional incident resolution with stakeholders.
• Mature the Incident Management Program and establish standards.
• Run weekly Red Account and Incident Review meetings.
• Document executive summaries and post-incident reviews.

Skills

Escalation management

Incident management

Cross-functional leadership

Executive communication

Process improvement

Stakeholder alignment

Technical acumen

Job description

Outreach is seeking a Staff Technical Escalations Manager to own complex, executive-visible escalations, lead incident management, and drive long-term risk reduction across Product, Engineering, Success, TAC, and Support. You thrive under pressure and communicate clearly with leaders.

This role anchors the Red Account and Incident Management programs, leads post-mortems, and ensures durable improvements. Hybrid work in Atlanta or Seattle, with on-call as needed; compensation ranges from $95k to