Senior Escalation Manager – EM

This is a fully remote position, open to applicants in Japan.

📋 Description

• Take charge of the complete coordination of significant customer escalations, from the initial assessment to resolution and the execution of the Get Well Plan.

• Leverage AI tools to examine health data, highlight trends, identify risk signals and escalation patterns, expedite root-cause analysis, and confirm outputs.

• Oversee Snowflake services for any disruptions, engaging on-call engineers and cross-functional teams as required.

• Act as the central communication hub for ongoing escalations, providing updates to customers, executives, C-level stakeholders, and internal teams.

• Convert complex technical challenges into business implications, risks, and remediation strategies.

• Analyze customer health trends and proactive escalation signals to address issues prior to escalation.

• Foster cross-functional collaborations with Sales, Engineering, Product, and Support teams.

• Organize customer-facing post-mortems and Root Cause Analyses (RCAs).

• Present escalation programs, processes, and principles to internal teams.

• Mentor and guide new and junior team members.

• Maintain and refresh customer-facing communications regarding cloud services.

• Engage in weekend on-call rotations.

• Work night shifts between 9 PM and 6 AM JST.

⛳️ Requirements

• Bachelor's or Master's degree in Computer Science, Management Information Systems, or a related field.

• Over 5 years of experience as an Escalation Manager in a Support environment with a demonstrated successful track record.

• At least 3 years of experience with one major cloud platform: AWS, Azure, or GCP.

• A minimum of 3 years managing enterprise customer relationships in Technical Support or Support Delivery.

• Proficiency in using AI-assisted workflows for data analysis, trend identification, escalation pattern recognition, root-cause analysis, communication drafting, and escalation summaries, with critical validation of outputs.

• Technical expertise in SaaS/PaaS/IaaS architectures, data warehouse environments, and cloud infrastructure.

• ITIL v3/v4 certification or equivalent in-depth framework knowledge.

• Proficient in Customer Relationship Management (CRM) systems, preferably Salesforce, and productivity tools such as GSuite/Microsoft Office.

• Outstanding written and verbal communication skills, with the ability to summarize information for executive-level audiences.

• Capability to relay critical issue statuses to C-level executives.

• High emotional intelligence (EQ), empathy, and the ability to advocate effectively for both customers and internal teams.

• Strong judgment and timely decision-making from both business and technical perspectives.

• Ability to evaluate problems comprehensively and develop action plans aligned with stakeholder expectations.

• Capacity to work efficiently across global, virtual, and cross-functional teams.

• Experience with AI-powered support tools or workflow automation is preferred.

• Familiarity with Snowflake or modern data platform architectures is preferred.

• Background in incident management platforms and on-call tooling is preferred.

• Experience presenting programs or processes to cross-functional audiences is preferred.

🏝️ Benefits

• Competitive salary package.

• Opportunities for professional development and career growth.

• Flexible working hours and remote work options.

• Comprehensive health benefits.

• Dynamic and inclusive work environment.