Escalation Manager

Everpure•Raleigh, NC

5d•Onsite

About The Position

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry. This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us. THE ROLE Everpure’s Technical Services organization is a globally respected team committed to delivering an industry-defining support experience. As part of our Customer Advocacy function, we are seeking an Escalation Manager. This is a highly visible, high-impact leadership role requiring strong technical aptitude, though it is not a hands-on engineering position. You will lead through complex technical crises by understanding recovery strategies, validating proposed paths forward, challenging assumptions, and ensuring engineering efforts align to business risk, customer impact, and executive expectations. This is not a coordination role. It is a position defined by decisive ownership, executive presence, and the ability to establish clarity, accountability, and control during the most critical customer moments.

Requirements

10+ years of experience in Critical Incident Management, Technical Support Leadership, or Escalation Management, preferably within the enterprise storage, SaaS, virtualization, or cloud infrastructure industry.
Crisis Leadership & Presence: Proven ability to remain "unflappable" under extreme pressure, with the executive presence to command respect from senior leaders and the emotional intelligence to manage high-stress stakeholder dynamics.
Technical Validation Fluency: Advanced capability to assess and validate recovery strategies across enterprise storage, networking, virtualization, and cloud architectures, ensuring technical paths forward are sound and risk-aware.
Strategic Communication: Exceptional storytelling skills with expertise in drafting high-quality Root Cause Analyses (RCAs) and incident reports that distill complex data into actionable executive insights.
Operational Proficiency: Experience with ServiceNow, JIRA, and Salesforce to track incidents and drive accountability.
Location: We are primarily an in-office environment and therefore, you will be expected to work from the Raleigh, North Carolina office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave

Responsibilities

Drive Incident Authority: Serve as the single point of truth and decisive leader for critical escalations, moving beyond facilitation to actively direct cross-functional teams toward urgent resolution.
Orchestrate Global Response: Rapidly assemble and align global teams across EMEA, US, and APJ regions, ensuring seamless handoffs and sustained execution momentum across time zones.
Master the Narrative: Author and govern all Executive Summaries, translating complex technical failures into clear business risk narratives that provide leadership with absolute confidence and visibility.
Bridge Technical & Business Strategy: Partner with Account Teams to ensure remediation efforts align with customer business objectives, safeguarding long-term relationship health and renewal confidence.
Operationalize Maturity: Convert high-severity incidents into measurable advancement by identifying governance gaps and implementing structured process improvements to prevent recurrence.