Cloud Services Escalation Lead

Key Responsibilities

• Lead resolution of critical escalations across AWS, Azure, and GCP environments
• Serve as the final escalation point for complex, customer‑impacting incidents
• Coordinate cross‑functional teams (engineering, support, product) during outages and service disruptions
• Conduct deep technical investigations and root cause analyses across cloud platforms
• Develop and maintain escalation protocols, incident runbooks, and post‑mortem documentation
• Communicate incident status and resolution plans to internal and external stakeholders
• Identify patterns in escalations and collaborate with engineering to implement preventive measures
• Mentor support engineers and contribute to internal knowledge sharing and training initiatives
• Influence product and infrastructure roadmaps to improve reliability and customer experience
• Deliver hands‑on technical support for escalations, supporting both internal stakeholders and external customers
• Serve as Escalation Lead, owning complex technical issues through in‑depth troubleshooting and cross‑team coordination

• 8+ years in cloud operations, technical support, or infrastructure engineering
• Hands‑on experience with AWS, Azure, and GCP (multi‑cloud architecture and troubleshooting)
• Strong understanding of networking, security, and distributed systems
• Proven track record in incident management and escalation handling
• Excellent communication and stakeholder management skills
• Ability to lead under pressure and drive clarity in ambiguous situations
• Bachelor's or Master’s in Computer Science, Engineering, or related field
• Relevant certifications (e.g., AWS Solutions Architect, Azure Administrator, GCP Professional Cloud Architect) are a plus

• Strategic mindset with a bias for action
• Passion for operational excellence and customer success
• Experience with ITIL, Dev Ops, and SRE principles
• Familiarity with observability tools (e.g., Datadog, Splunk, New Relic, Prometheus)

US base salary range for this full‑time position is $130,000 – $160,000 (depending on location).Our salary ranges are determined by role, level and location.

Within the range, individual pay is determined by work location and additional factors, including job‑related skills, experience and relevant education or training.

Please note that the compensation details listed reflect the base salary and certain positions may be offered with additional variable incentives.

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.