Technical Escalation Team Lead

🚀 Pigment: Technical Escalation & Incident Management Lead 🚀

We’re looking for a hands-on leader to lead Pigment’s Technical Escalation and Incident Management function. You’ll lead a team of engineers responsible for investigating and resolving complex customer issues, managing major production incidents, and continuously improving our processes to strengthen reliability and customer trust.

This is a high-impact role that blends technical depth, operational rigor, and leadership. You’ll drive critical customer issue resolution, build scalable escalation practices, and shape how Pigment learns and evolves from every incident.

✨ What You’ll Do ✨

• Lead and scale the Technical Escalation function, managing a small team of senior engineers handling L3 technical support.
• Own incident response: drive coordination, technical depth, and clear communication during high-severity events.
• Design and refine Pigment’s escalation and incident management processes, playbooks, tooling, and RACI, to ensure clarity and accountability.
• Partner with Engineering and Product to identify root causes, close the loop on recurring issues, and influence reliability-driven roadmap priorities.
• Mentor and grow engineers through technical guidance, feedback, and structured post-incident learning.
• Measure and improve key operational metrics (MTTA, MTTR, recurrence rate, etc.) to continuously elevate our response quality.

🌟 Who You Are 🌟

• 7+ years in technical escalation, incident management, or technical operations programs within SaaS or cloud environments.
• Experienced team lead or manager with a bias for action and hands-on technical involvement.
• Strong analytical and problem-solving skills, comfortable diving into code, logs, and infrastructure details.
• Solid grasp of incident frameworks (ITIL, SRE practices, postmortems, root cause analysis).
• Excellent communicator who thrives in cross-functional, fast-moving environments.
• Passionate about reliability, process excellence, and growing people through ownership and accountability.