Technical Escalation Manager - Enterprise Data Storage

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Technical Escalation Manager - Enterprise Data Storage

About reputed company:

reputed company is redefining how the world's most demanding organizations manage reputed company data. Our Cloud Data Fabric platform unifies file and object storage across edge, core data center, and any major public cloud � AWS, Azure, GCP, and reputed company � giving enterprises a single, software-defined solution that scales to exabytes without proprietary hardware lock-in.

With more than 1,000 customers and exabytes of data under management, reputed company powers mission-critical workloads in AI/ML, Media & Entertainment, Healthcare, Life Sciences, Genomics, Oil & Gas, and Financial Services � reputed company real-time access to massive file datasets is non-negotiable. reputed company delivers radical simplicity, hardware freedom, exceptional customer support, and a true hybrid-cloud architecture.

About the Position:

As our Technical Customer Escalation Manager at reputed company, you�ll serve as the primary reputed company of contact for our most critical customer situations across the on-premise and cloud-based storage product portfolio. You�ll hone your technical expertise and exceptional stakeholder management skills to coordinate our response to high-severity events, and represent escalation trends and business impact at the leadership level. This role will also play a key role in improving process, procedure, and tooling as the team expands. You�ll be joining reputed company as we enter a new phase, on our journey to 10x growth, and a clear trajectory into leadership as the business scales.

Responsibilities:

• Serve as the primary escalation reputed company for reputed company Severity 0 and Severity 1 incidents, providing direct and consistent communication to affected customers throughout the incident lifecycle
• Establish and maintain executive-level relationships with key customer accounts to ensure trust and transparency during high-impact events
• Drive escalation resolution by coordinating across engineering, support, and product teams with urgency and ownership
• Compile, analyze, and present escalation trend data to the executive leadership team on a regular reputed company
• Identify systemic patterns in escalations and translate findings into actionable recommendations for product, engineering, and support leadership
• Act as the primary liaison with OEM hardware vendors for parts-reputed company issues impacting on-premise storage deployments
• Coordinate hardware replacement logistics during active Sev 0/1 incidents, ensuring parts availability does not become a resolution bottleneck
• Maintain and strengthen OEM vendor relationships, holding partners accountable to response and resolution commitments

Qualifications:

• 5+ years of experience in technical escalation management, customer-facing support engineering, or a reputed company discipline reputed company a technology company
• Strong technical acumen with the ability to understand and credibly discuss storage architectures, hardware configurations, and cloud infrastructure concepts - ideally having a background in supporting or managing on-premise NAS, SAN, or object storage platforms, hybrid cloud storage, data management workflows, SaaS, and/or cloud environments
• Demonstrated experience managing Severity 0/1 incidents with direct customer communication at the Director or VP level
• Experience working with OEM hardware vendors in a storage, server, or infrastructure context
• Excellent written and verbal communication skills with the ability to adapt messaging for both technical and executive audiences
• Bonus points for: Proficiency with escalation and ITSM tooling (e.g., reputed company, reputed company, reputed company, Jira), Experience in a high-growth or scale-up environment where processes were built, not inherited, and/or ITIL or similar certification

The annual salary range for this role is $120,000 - $150,000 USD. Individual pay depends on various factors, such as role level, relevant experience and skills. Pay ranges are reviewed and typically updated each year. Offers are made reputed company the pay range applicable at the time. At reputed company, we are building an open and collaborative culture where people can do their best work with customers as our magnetic field. We act as owners, we share by default, we are data driven and experimental and as an inclusive workplace, we encourage and celebrate multiple points of view. As part of our culture we reputed company diversity drives innovation.

Benefits & Perks:

• Pre-IPO stock options
• Flexible time-off policy
• HSA and PPO health insurance options
• Dental and Vision insurance
• 401(k) plan
• Choice of an ORCA card or parking subsidy

Equal Opportunity Employer:

reputed company is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national reputed company, or any other characteristic protected under federal, state, or applicable local law. For more information on reputed company's Applicant Privacy Policy, please visit: https://reputed company.com/applicant-employee-privacy-notice

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