Incident & Escalation Lead- Enterprise Customers

Accountabilities: You will own complex, executive-level, and commercial escalations from initial engagement through confirmed resolution, ensuring clear communication, coordinated action, and customer confidence throughout the process. Your responsibilities will include: Manage complex, executive, and commercial escalations end-to-end in accordance with established incident and escalation management processes. Advocate for enterprise customers internally and coordinate Engineering, Support, Product, Customer Success, and Sales teams to achieve resolution. Track commitments, assign accountability, and ensure responsible teams deliver agreed actions and milestones on time. Maintain clear, written, customer-facing resolution plans throughout each engagement, updating them at every major communication milestone. Coordinate with Incident Managers during concurrent technical incidents to ensure customers receive consistent and accurate updates. Lead external escalation communications using approved templates and communication schedules. Represent the organization in high-stakes customer discussions, ensuring clarity, ownership, and confidence in situations that may affect customer retention. Engage Sales, Customer Success, and executive stakeholders when needed, including executive-to-executive communications for Severity 1 and Severity 2 events. Provide leadership with concise and structured updates that distinguish confirmed information, outstanding questions, risks, and next steps. Lead post-escalation reviews and relationship recovery plans, ensuring corrective actions have clearly assigned owners and deadlines. Coordinate the handover of customer relationships to the relevant Customer Success Manager once escalations are resolved. Partner with the Head of Incident and Escalation Management to improve playbooks, communication templates, and operational processes based on recurring escalation patterns. Requirements The ideal candidate combines enterprise software experience with strong customer relationship management, executive communication, and the ability to coordinate complex situations under pressure. You should be comfortable influencing teams without direct authority and making structured decisions when information is incomplete. Experience in enterprise technical support, customer success, or incident and escalation management within a B2B SaaS or enterprise software organization. Proven ability to own complex, multi-stakeholder escalations from start to finish, including executive-level customer engagements and structured resolution or account plans. Excellent written and verbal communication skills, with the ability to translate technical information into clear, accessible updates for customers and senior leadership. Demonstrated ability to coordinate Engineering, Support, Product, Customer Success, and Sales teams without having formal management authority over them. Calm, structured decision-making skills and the ability to provide stability and direction in high-pressure customer situations. Familiarity with support and coordination platforms such as Zendesk, Salesforce, Slack, and PagerDuty, or equivalent tools. Availability to participate in on-call coverage for executive escalations as part of a globally distributed team. The following qualifications and experience are considered an advantage: ITIL Foundation certification or an equivalent qualification. Customer-facing experience with GitLab, DevSecOps, continuous integration and continuous delivery (CI/CD), or cloud-native products. Familiarity with formal incident command or escalation management frameworks. Experience using AI-assisted support tools for triage, sentiment analysis, or drafting resolution communications. Benefits Flexible paid time off. Equity compensation and access to an employee stock purchase plan. Growth and development fund. Parental leave. Team Member Resource Groups. Benefits designed to support health, financial well-being, and personal development. Opportunity to collaborate with a globally distributed team across the Americas, Europe, the Middle East and Africa, and Asia-Pacific. Remote working environment, subject to country-specific hiring and location eligibility requirements.