Escalation Manager

Salesforce

. Act as incident commander for critical customer issues .

Posted 11/5/2026full-timeUnited StatesSeniorLead💰 $94,000 - $177,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management and critical issue resolution within cloud and infrastructure environments, with a strong focus on customer satisfaction and operational excellence. Proven ability to lead cross-functional teams and drive process improvements while managing complex technical challenges.

Highest-signal resume keywords

Incident ManagementCritical Issue ManagementCloud Technology ExperienceProject ManagementCustomer-Centric Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIncident ResponseMulti-Tenant Cloud SystemsOperational ReportingQualitative AnalysisQuantitative AnalysisProcess ImprovementTechnical LiteracyEmerging AI ToolsComplex Infrastructure

Soft Skills

Exceptional Communication SkillsAbility to Operate Under PressureDecision-MakingCustomer Relationship ManagementLeadership

Tools & Technologies

ITILNIMSNISTSANSSalesforce

Industry Keywords

High-Growth SoftwareHardware TechnologyService-Level TargetsResolution-Time TargetsProject-Deadline Targets

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Act as incident commander for critical customer issues
Own critical issues and Sev 1s across all clouds and drive them to resolution
Represent Salesforce on customer bridges and engage customers to drive operational excellence
Manage incidents against customer satisfaction, employee satisfaction, service-level, resolution-time, and project-deadline targets
Coordinate warm handoffs with other GEO and weekend escalation managers
Build trusted partnerships across Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership
Lead retrospectives to identify process improvements
Continuously improve service delivery
Deliver operational reports with qualitative and quantitative analysis of business performance
Learn from cases and incidents and partner with teams on initiatives that reduce or eliminate customer impact

Requirements

What you’ll need

Degree or equivalent practical experience
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
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 such as ITIL, NIMS, NIST, and SANS
Understanding of Salesforce product offerings is strongly preferred
Exceptional C-level written and verbal communication skills
Ability to lead and prioritize multiple critical issues simultaneously
Strong project management and operational discipline
Customer-centric service mindset
Ability to operate under pressure, make decisions quickly, and work through ambiguity
Ability to coordinate Engineering, SRE, Product, Support, CSIRT, and Sales teams
Ability to adopt emerging AI tools and new technology

Benefits

Comp & perks

Time off programs
Medical insurance
Dental insurance
Vision insurance
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program
Incentive compensation may be available for certain roles
Equity may be available for certain roles
Reasonable accommodation during the application or recruiting process