Escalation Management Manager Jobs

Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase . As an IT Service Desk Engineer on our IT team, you'll play a key role in keeping Coinbase employees productive and supported globally. You'll own complex Tier 2 escalations, solve issues across devices, applications, and cloud platforms, and help improve and scale the service desk as Coinbase grows. What you'll do: Own Tier 2 troubleshooting and resolution for hardware, software, networking, and access issues escalated from Tier 1 while meeting SLAs Support Coinbase's SaaS ecosystem including Google Workspace, Atlassian, Okta, Jamf, and Slack, along with compliance and onboarding/offboarding workflows Perform root cause analysis for recurring or high-impact issues and drive corrective actions through resolution Build and maintain documentation, SOPs, and knowledge base content that reduce repeat tickets and improve support quality Partner with IT Operations, Security, IAM, Corp Engineering, Workplace, Procurement, and vendors to resolve advanced issues and improve service delivery Identify support trends and workflow gaps, then use automation, scripting, or process improvements to reduce manual work and deliver measurable operational impact Required Skills and Experience: 5+ years of Tier 2 technical support experience across macOS, iOS, Chrome OS, Android, and Windows/AWS Workspaces, including 3+ years administering Google Workspace, Atlassian, Okta, Jamf, and Slack

Our vision is to transform how the world uses information to enrich life for all . Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever. Key Responsibilities Post-Silicon Yield & RMA Leadership Lead end-to-end investigation of silicon yield loss, field returns, customer escalations, and reliability failures. Drive root-cause analysis for complex silicon issues spanning process, design, test, package, and system interactions. Develop hypothesis-driven debug strategies and coordinate cross-functional execution. Own resolution of critical yield and quality issues through containment, corrective actions, and prevention plans. Device Technology & Process Interaction Analysis Analyze device-level failure mechanisms and process sensitivities impacting ASIC functionality and yield. Evaluate design-process interactions affecting analog, mixed-signal, memory, high-speed I/O, and PCIe PHY performance. Partner with foundry teams to understand process variations, excursions, reliability risks, and technology limitations. Translate silicon learning into actionable design and process improvements. Advanced ASIC Design Interaction & Silicon Debug Lead root-cause investigations involving design-process interactions affecting SRAM, PCIe PHY, ONFI interfaces, SerDes, analog/mixed-signal circuits, and high-speed digital subsystems. Analyze silicon failures across transistor, circuit, block, die, package, and system levels. Drive post-silicon debug activities involving design teams, DFT, product engineering, quality,

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators. At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there. A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone. The Trust and Safety Operations team is focused (ok, maybe obsessed) on scaling Roblox’s Operations organization and transforming our customer experience through our multi-year vision and strategy execution. You will be reporting to the Trust & Safety India Operations Manager. The team provides support to Roblox’s global players, developers, and advertisers. As a Product Support Specialist on our Safety Ops Team, you’ll be focused on Escalations, Product Reliability, Process Improvement and Design along with playing a critical role in managing and resolving escalations and high-impact incidents affecting our Roblox users and platform. You will coordinate across multiple teams to ensure rapid response to minimize the impact on customers and business operations, identifying trends, enhancing support processes, improving agent efficiency, and reducing operational costs while maintaining high reliability and service quality. Additionally, you will serve as a product expert working closely with the PSM team, providing detailed synthesis of new and existing issues our users experience to prioritize and enable engineering teams to improve the platform. You Will: Coordinate a

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive. Customer Impact sits at the intersection of customer experience and engineering accountability. As an Associate on the Bug Review team, you will investigate flawed user experiences, verify and escalate bugs through structured cross-functional workflows, and drive visibility on open platform issues so resolution doesn't stall. Bug Review is the triage layer to separate signal from noise, ensuring Engineering receives verified, credible escalations instead of a flood of unvetted reports. The Bug Review Associate is the front line of that triage layer. You'll investigate incoming bug reports, verify reproducibility and impact, and manage tickets through their Jira lifecycle, turning raw customer signal into evidence Engineering can act on. This is a high-volume, detail-driven role: you'll work a defined queue of tickets each day, applying consistent investigation standards so that what reaches our Sr. Specialists and Engineering is already vetted. Because many of the reports you're investigating come from riders or drivers who had a genuinely bad experience, this role also requires direct, empathetic communication with customers. You're often the person following up on an issue that upset them. This role is part of a new HQ Associate model based in Mexico, built to bring bug review in-house with tighter tooling access, stronger quality control, and closer partnership with the broader teams. Associates report directly into the Customer Impact structure. Responsibilities Investigate and triage incoming bug reports against defined criteria (reproducibility, severity, customer impact) Open bug

Who Are We? Postman is the world’s leading API platform, used by more than 45 million+ developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster. The company is headquartered in San Francisco and has offices in Boston, New York, Austin, Tokyo, London, and Bangalore - where Postman was founded. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. Learn more at postman.com or connect with Postman on X via @getpostman. P.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman. The Opportunity Postman's international business is growing rapidly, driven by enterprise adoption, an expanding partner ecosystem, and deepening relationships with the world's largest technology organizations across EMEA, APAC, and emerging markets. As Sr Commercial Counsel, you will be Postman's first dedicated international commercial legal hire, owning the legal work that supports this growth while operating as an extension of the US-based Commercial Legal team. Reporting to the Managing Counsel, Commercial, you will serve as the primary legal partner for Postman's commercial and partnerships teams outside the Americas. Your manager is based in the US (New York City), and the role is designed for a high degree of autonomy during EMEA and APAC business hours, with regular touchpoints during overlapping hours to stay aligned on priorities, positions, and escalations. You will draft, negotiate, and close enterprise and mid-market SaaS agreements, partner and channel deals, and cross-border commercial transactions, with primary focus on EMEA and shared responsibility for APAC. You will also help shape how Postman's commercial legal

About the Team The GTM Data Science team partners with Go-to-Market, Technical Success, Product, Engineering, RevOps, and Strategic Finance to build the shared intelligence layer for OpenAI's B2B business. The team turns product usage, customer behavior, revenue, field activity, and customer feedback into rigorous insight products that help leaders and field teams understand where customers are succeeding, where adoption is blocked, and what actions will accelerate durable growth. We are building systems that make customer intelligence proactive: surfacing risk, expansion potential, product gaps, and repeatable playbooks before they show up as escalations or missed opportunities. About the Role As the Applied Data Science & Insights Lead for GTM Intelligence Solutions and Technical Success, you will be a hands-on technical leader responsible for shaping how OpenAI measures, understands, and improves customer adoption across our B2B products. You will build AI/ML-powered intelligence products that connect account health, product usage, customer lifecycle, support tier, qualitative sentiment, commercial context, and field actions into a practical operating system for GTM and Technical Success. This role will build the data science foundation for Technical Success: defining the metrics, models, operating insights, and decision systems that help the team scale customer adoption and expansion with rigor. You will also be expected to build and lead a small mighty team over time: setting direction, hiring and developing talent, creating operating cadences, and holding a high bar for technical rigor and business impact. You will lead the development of models, metrics, and decision systems that recommend what GTM and Technical Success teams should do next, explain why, and measure whether those interventions worked. Your work will help customers move from pilots to production, deepen usage across products, identify high-value use cases, reduce churn risk, and create a f

About Pinterest: Millions of people around the world come to our platform to find creative ideas, dream about new possibilities and plan for memories that will last a lifetime. At Pinterest, we’re on a mission to bring everyone the inspiration to create a life they love, and that starts with the people behind the product. Discover a career where you ignite innovation for millions, transform passion into growth opportunities, celebrate each other’s unique experiences and embrace the flexibility to do your best work. Creating a career you love? It’s Possible. At Pinterest, AI isn't just a feature, it's a powerful partner that augments our creativity and amplifies our impact, and we’re looking for candidates who are excited to be a part of that. To get a complete picture of your experience and abilities, we’ll explore your foundational skills and how you collaborate with AI. Through our interview process, what matters most is that you can always explain your approach, showing us not just what you know, but how you think. You can read more about our AI interview philosophy and how we use AI in our recruiting process here . We’re looking for an enthusiastic and thoughtful team player to join our Policy team as a Product Policy Lead for spam. The spam world is full of dynamic adversaries who change tactics regularly to avoid detection and we need to stay a step ahead of bad actors to keep Pinterest the inspiring place our users love. You will draft policies that define spam on Pinterest, create detailed policy enforcement guidance to help our Operations teams fight spam, and collaborate closely with many cross-functional partners across the company, including Product and Engineering teams, to tackle spam and abuse at scale. This role will sometimes involve reviewing graphic and disturbing content, discussing difficult subjects, and responding to escalations. What you’ll do Lead spam policy development for Pinterest. Partner with our Operations, Product and Eng

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. We are hiring a Security Incident Response Engineer to join our Incident Response team. You will help redefine how incidents are handled at scale, pairing autonomous AI agents with human judgment so that we can detect, investigate, and contain threats faster across a rapidly growing cloud and AI footprint. AS A SECURITY INCIDENT RESPONSE ENGINEER AT SNOWFLAKE, YOU WILL: Join a high-impact team of security experts to scale security at one of the fastest-growing software companies ever Spearhead an agentic approach to Incident Response by deploying, guiding, and refining autonomous AI agents that execute initial triage, context gathering, and rapid investigation alongside human Incident Commanders Handle escalations, lead security investigations, and act as Incident Commander for critical incidents Build scripts, automation pipelines, and agentic workflows that continuously enhance Snowflake's incident response capabilities Partner closely with our Threat Detection, Automation, Product Security, Legal, HR, Cloud, and Data teams Create and improve detections, threat signatures, and guardrails for both traditional and AI-driven attack vectors Participate in a periodic on-call rotation, which may involve non-traditional working hours OUR IDEAL SECURITY INCIDENT RESPONSE ENGINEER

About Yondr Yondr is a disruptor. We challenge convention and simplify complexity. A global developer, owner operator and service provider of data centers, we deliver complex data center capacity needs for the world’s largest tech companies. Our exponential growth sees us looking for extraordinary people to help accelerate us towards our vision: Tomorrow Delivered. But we can’t do this without you. About the Role As VP of the Customer Solutions team, you will provide technical leadership to pre-sales activities, post-sale activities and customer relationships globally. You will be involved throughout the whole sales process, from the start of a technical solution pitch through ensuring that all technical and design information is correct for contracting purposes. In addition, taking a lead role with Yondr internal teams in all correspondence with the Customer. You will take oversight of the delivery teams’ performance during execution of a lease from a technical compliance and escalations point of view. You'll be required to attend/lead Customer facing meetings to discuss a development’s engineering aspects in support of the opportunity team and conduct expert to expert conversation. You will also work help to drive our product and innovation. This role is regional so will require travel globally. Main Responsibilities Take lead in technical sales and solutions in the Americas markets. Liaise with technical, delivery, operations and site acquisition stakeholders within Yondr's Hyperscale Customer organisations. Understand and document Customer’s technical requirements, then lead the opportunity design development and present solutions to meet those needs. Liaise with internal stakeholders, including Finance, Design and Construction, Operations and Development teams to ensure Yondr delivers the correct solution for the Customer's requirements. Serve as primary responder for customer RFPs, including managing the Customer and all interna

Job Requisition ID # 26WD101600 The People Services Senior HR Advisor plays a key role within our regional People Services Operations team, delivering Tier 2 employee lifecycle processes and a broad range of HR services. Working closely with cross-functional teams, including People Consulting, Benefits, Legal, Talent Acquisition, Data Insights, Health & Safety, and Diversity & Belonging, you will help deliver an exceptional employee experience while ensuring HR processes are efficient, compliant, and consistently applied. As a local subject matter expert, you will provide expertise across HR Operations, Benefits Coordination, HR Compliance, Programme and Project Support, and Process Improvement. You will contribute to the continuous enhancement of HR services, ensuring operational excellence, regulatory compliance, and effective service delivery. You will report directly to the EMEA People Services Manager. This is a hybrid role, offering a combination of home and office working. Main Responsibilities: Act as the primary point of contact for service requests and escalations routed from Tier 1 Deliver end-to-end employee onboarding and offboarding services Support the preparation and delivery of local employee communications Ensure the accuracy, reliability, and completeness of payroll inputs Manage benefits and

About Us Small businesses are the backbone of the US economy, comprising almost half of the GDP and the private workforce. Yet, big banks don’t provide the access, assistance and modern tools that owners need to successfully grow their business. We started Novo to challenge the status quo—we’re on a mission to increase the GDP of the modern entrepreneur by creating the go-to banking platform for small businesses (SMBs). Novo is flipping the script of the banking world, and we’re excited to lead the small business banking revolution. At Novo, we’re here to help entrepreneurs, freelancers, startups and SMBs achieve their financial goals by empowering them with an operating system that makes business banking as easy as iOS. We developed modern bank accounts and tools to help to save time and increase cash flow. Our unique product integrations enable easy access to tracking payments, transferring money internationally, managing business transactions and more. We’ve made a big impact in a short amount of time, helping thousands of organizations access powerfully simple business banking. Why Novo? • Novo is a rapidly growing series B fintech startup with a mission-driven team that’s passionate about helping every small business in America • Positive, inclusive, supportive culture cheering you on your journey • We work with very new technologies and architecture patterns • Offices in NYC and India Role Summary The Senior Manager, Customer Support & Success is the strategic owner of Novo's most critical 1:1 customer touchpoints - from complex escalations and collections recovery to a proactive customer success motion you’ll get to build from scratch. This is a player-coach role: you will lead a small, high-performing team while staying close to the work yourself. You will operate with significant autonomy, bring consistency and customer obsession, and shape what this function looks like two to three years from now. About the Role Escalations & Collections — Raise th

You lead rollouts, monitor health and usage, and keep stakeholders informed. You bring the technical fluency to guide deployment and adoption decisions, connect technical priorities to business outcomes, and engage specialists when deeper expertise is needed. You partner with Sales on expansions and renewals, and with Solutions, Support, Product, and Engineering on implementation, issues, and feedback. What you’ll do here Own onboarding and rollout plans for new customers; coordinate with Sales and Solutions for a smooth, successful implementation of Coder’s platform. Remove barriers to adoption so customers achieve their desired outcomes expediently. Engage with customers to understand goals, challenges, and use cases, and provide tailored guidance and recommendations. Own the account’s technical success plan: translate customer goals and deployment context into adoption milestones, technical priorities, and a roadmap for broader use of Coder. Align owners and timelines, and track progress against agreed outcomes. Guide customer admins and platform teams on deployment readiness, configuration best practices, and ongoing adoption. Lead technical discovery, facilitate admin enablement, and troubleshoot common adoption blockers; coordinate Solutions, Support, or Engineering for architecture design, complex implementations, and deeper troubleshooting. Identify expansion opportunities within existing accounts, and partner with Sales on upsell and cross-sell motions. Oversee renewals and forecasting, ensuring timely, successful commitments. Serve as the primary point of contact for inquiries, issues, and escalations, and collaborate with Coder teams to resolve them. Monitor and report on customer health and usage, including technical risks and progress toward adoption milestones. Develop deep expertise in Coder’s products to provide global customer coverage. What we’re looking for 5+ years in customer success or a technical customer-facing role, with experience independe

Job Title Collection Specialist LATAM Job Description Collection Specialist LATAM: As a Collection Specialist, you will manage a portfolio of business-to-business (B2B) customers across Latin America , supporting the end-to-end collections process to ensure timely payment and healthy accounts receivable. Your role: Manage the end-to-end B2B collections process for an assigned portfolio of customers across Latin America, from invoice follow-up through payment and account resolution. Proactively contact corporate customers regarding outstanding balances, secure payment commitments, and follow up on promises to pay. Monitor aging and delinquent accounts, identify accounts at risk, and take appropriate collection actions to reduce overdue balances. Investigate and register billing and payment disputes, coordinate with the appropriate internal teams, and follow through until resolution. Support cash and payment application, including researching unapplied or incorrectly applied payments and resolving account discrepancies. Partner closely with internal stakeholders such as Finance, Sales, Customer Service, and other relevant teams to address collection issues and escalations. Maintain accurate customer account information and collection activities in the appropriate systems. Manage customer escalations professionally while maintaining strong business relationships and ensuring timely resolution. You're the right fit if: You have 1+ years of hands-on B2B collections/accounts receivable experience, managing a portfolio of corporate customers. You have experience supporting Latin American customer accounts or markets and are comfortable navigating different customers and stakeholders across the region. Experience working in a multinational company or shared-ser

Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase . As a Privacy Analyst on the Privacy Operations team within Security, you'll play a central role in how Coinbase identifies and manages privacy risk across its products and platforms. This team partners with Legal, Product, and Engineering to perform privacy assessments, manage privacy issues through the product lifecycle, and continuously improve the frameworks and tooling that keep customer data safe. You'll own the execution of complex privacy assessments for new products and features, drive issue remediation, and build scalable processes that embed privacy by design into how Coinbase ships. What you'll do: Own end-to-end privacy assessments for new products and features, synthesizing findings and driving remediation with cross-functional partners across Legal, Product, and Engineering. Perform regulatory requirement mapping against the privacy common controls framework and identify where control updates are needed to address evolving obligations. Track privacy requirements and issues throughout the product lifecycle, managing escalations and driving timely resolution with business owners. Partner with Product and Engineering teams by embedding into roadmap planning processes and advising on privacy-by-design principles for onchain and web3 products. Identify and implement automation and AI-driven process improvements to streamline privacy assessments and issue man

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators. At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there. A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone. As a Technical Developer Connections Manager on the Developer Connections team, you’ll play a critical role in supporting and scaling Roblox’s creator ecosystem. You’ll act as a trusted technical partner to high-impact creators across strategic genres (RPG, FPS, Sports) , supporting their growth, technical execution, and long-term success on the platform. You’ll support priority escalations and collaborate closely with product and engineering teams during platform incidents, while also designing internal tools and automation to improve operational efficiency and support quality. With deep expertise in Roblox Studio, performance optimization, and live-operations troubleshooting, you’ll help creators build stable, high-performing experiences while strengthening long-term relationships across the platform. You will: Serve as a technical point of contact for creators, providing hands-on support, guidance, and best practices. Diagnose and resolve performance, stability, and scalability issues in live games and experiences. Own and manage high-priority creator escalations, including participation in an on-call rotation covering weekends and holidays (with flexible scheduling and compensatory time