Senior Escalation Manager Jobs

Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. About the Role We are looking for an experienced Mobile Product Support Engineer to join our Global Technical Support organization. This role is ideal for a technical leader who thrives on solving highly complex mobile-related issues, with a strong focus on customer impact, operational workflows, and regulatory considerations. As a Product Support Engineer, Mobile Experience, you will serve as a senior technical escalation owner responsible for leading complex investigations end-to-end across Samsara’s mobile ecosystem. You will work cross-functionally with Engineering and Product teams to drive issue resolution, improve product quality, and influence roadmap decisions that enhance the reliability, compliance, and supportability of Samsara’s mobile applications. PSE III is a senior individual contributor role requiring strong technical depth, ownership, and leadership. You will be expected to set a high bar for technical investigations, mentor and

We are seeking a dynamic, operational leader to join our Care leadership team as the Senior Director, International Customer Care . In this role, you will shape the long-term, global care strategy for our rapidly expanding international customer base. We are looking for a humble, empathetic, and data-driven people leader who encompasses Toast’s Values and has deep experience building and leading large teams in a fast-paced customer success/support environment. The ideal candidate will have the executive presence to implement a clear vision, drive continuous process improvements, and inspire a high-performing international organization. If you are passionate about customer advocacy, operational rigor, and leading teams through international growth, read on! A day in the life (Responsibilities) Strategic Leadership: Define and execute the international support strategy aligned with company growth objectives, regional customer expectations, and product complexity. Team Scaling & Development: Lead, inspire, and develop a diverse, high-performing international team. Actively recruit and build a strong talent pipeline, while providing mentorship to subordinate leaders to maintain a robust culture of career development and succession planning. Operational Excellence: Own and continuously improve global KPIs, including CSAT, NPS, response/resolution times, SLA compliance, and cost-per-case efficiency across international markets. Process & Tool Optimization: Design and optimize tiered support models, coverage structures, and escalation frameworks. Implement best-in-class tools and automation (AI-assisted workflows, self-service, knowledge bases) to scale support effectively. Executive Engagement: Serve as the senior point of escalation for strategic international accounts. Build trusted, transparent relationships with senior customer stakeholders and work directly with customers when needed to ensure an exceptional experience. Cross-Functional Collaboration: Partner

Responsibilities: Act as Escalation Point of Contact: Serve as the primary Level 3 escalation point for resolving complex network infrastructure, routing, and security configuration issues across both on-premise Data Centers and AWS environments. Maintain Multi-Vendor Security & Perimeter Solutions: Responsible for the configuration, maintenance, and optimization of FortiGate Firewalls (On-Prem & AWS), Cisco ASA Firewalls, and Akamai WAF / Anti-DDoS solutions protecting core endpoints. Manage Core Network & Infrastructure Services: Identify and resolve network issues, bottlenecks, and vulnerabilities across Arista core/access switches, Cisco routers, F5 Load Balancers (LTM/GTM), and Infoblox (DNS/DHCP). Develop & Maintain Architecture Documentation: Develop and maintain comprehensive documentation on network topology, hybrid cloud designs, system security configurations, and operational SOPs. Bridge Infrastructure and DevOps (IaC): Bridge the gap between development and operations by embracing "Infrastructure as Code" (IaC) in close collaboration with DevOps teams to automate network deployments and security workflows. Integrate AI & Network Task Automation: Research and leverage automation/AI tools (e.g., Tines, n8n, Dify) for Security Orchestration or network task automation to improve operational efficiency. Provide Support During Non-Office Hours: Provide non-office hour escalation support whenever needed during major live cutovers or critical network emergencies. Requirements: Relevant education in Computer Science, Information Systems, or a related technical discipline, or equivalent practical experience. Hands-on experience operating and troubleshooting production networks across on-premises data centers and AWS environm

About the role We are looking for a Senior Business Operations Associate to help run an AI-native operating environment across people, AI agents, and cross-functional teams. This is a high-ownership business operations role for someone who combines strong business judgement with enough technical fluency. You will help turn AI-agent capabilities into reliable production workflows, keep teams aligned in real time, and ensure that AI-heavy processes have clear ownership, quality standards, handoffs, and escalation paths. The role sits at the intersection of business operations, product operations, technology, and digital assets. You will need to move quickly, communicate clearly, understand changing market context, and remain dependable when urgent internal issues arise. What you’ll do Real-time business and team alignment Coordinate real-time alignment across business teams, Engineering, Product, Operations, AI agents, and other stakeholders. Translate business priorities into clear workflows, owners, decision points, and next actions. Identify bottlenecks, unclear handoffs, conflicting priorities, and gaps in execution. Maintain visibility across fast-moving initiatives and ensure critical work continues to move forward. Stay informed about market, product, and digital-asset developments that may affect internal priorities. AI-enabled production workflows Partner with Engineering to identify where AI-agent capabilities can improve business and operational workflows. Help translate business requirements into agent prompts, workflow logic, operating procedures, and quality criteria. Support the deployment of AI-agent capabilities into reliable production processes. Test and refine AI-heavy workflows, including edge cases, failure modes, escalation rules, and human handoffs. Build practical feedback loops between business

Senior Security Engineer Location: London (Hybrid) | Practice Area : Technology & Engineering | Type: Permanent Lead advanced security engineering initiatives that safeguard the future of digital finance The Role As a Senior Security Engineer at Capco, you’ll lead the design and implementation of secure systems and processes across cloud and on-premise platforms. You’ll collaborate closely with engineering and client teams to embed security-by-design principles throughout the SDLC, integrate automated security tooling, and ensure resilience against evolving cyber threats. You’ll also use approved AI tools and AI-enabled workflows where appropriate to improve the speed, quality and effectiveness of security engineering, while maintaining human judgement, responsible AI guardrails and appropriate review and escalation. What You’ll Do Design and implement enterprise-wide security controls and frameworks, using approved AI and automation where appropriate to improve security outcomes Embed security controls into CI/CD pipelines (SAST, SCA, DAST, container scanning) and enable secure SDLC practices Collaborate across teams to champion secure development practices and responsible use of AI-enabled security workflows Lead vulnerability assessments, code reviews and security audits across infrastructure and applications, maintaining appropriate human review, audit trails and escalation pathways Develop and evolve security standards, engineering patterns and data protection strategies What We’re Looking For Strong hands-on experience with Palo Alto, Microsoft or similar security ecosystems Deep understanding of cloud security for AWS, Azure or GCP platforms Proven expertise in secure coding, endpoint protection, SIEM and IAM Familiarity with frameworks and standards such as ISO 27001, NIST and OWASP, alongside an understanding of responsible AI, security guardrails and human-in-the-loop controls Proficiency in Python, Bash, PowerShell or Go for security automation and to

Location : Ghent, Belgium, hybrid model 2 days on-site or Bucharest, Romania, hybrid model 2 days on-site About the position We’re looking for a Senior Cloud Engineer to join our platform enablement team and help strengthen the infrastructure foundation our engineering organisation builds on. Our product teams own their AWS accounts, infrastructure and CI/CD pipelines. Rather than operating infrastructure on their behalf, our platform team provides the guardrails, reusable patterns and guidance that help them do that well. You’ll contribute hands-on work closely with other engineering teams. Key Responsibilities Build and improve shared AWS infrastructure, guardrails and reusable patterns across our multi-account environment. Support product teams as they build and operate their own cloud infrastructure. Work with serverless architecture, Kubernetes and infrastructure as code . Diagnose and resolve infrastructure and platform issues, including in production. Collaborate with engineering teams to unblock work, share knowledge and improve practices. Participate in operational support, including on-call and escalation rotations. Are you our next Cloud Engineer? Must haves Hands-on AWS experience, including serverless architecture and Kubernetes. Strong infrastructure-as-code experience. AWS CDK is preferred, or a similar tool is welcome. A platform engineering or enablement mindset: you help other teams build and operate effectively, rather than acting solely as a central DevOps function. Coding or scripting skills and a practical approach to troubleshooting production systems. Clear communication and the ability to learn unfamiliar systems with support from the team. Nice to haves Experience in a multi-account AWS environment; experience at our scale is not required. TypeScript and AWS CDK experience. Experience in a SaaS environment with autonomous engineering teams. Comfort using AI tools to support development and infrastructure work. Company Highlights:&nbs

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. A day in the life (Responsibilities) Toast is looking for a Senior Director, Customer Care Operational Excellence to own how our customer support organization operates, end to end. This is a build-and-run role: you will design (and continuously redesign) the people, process, systems, and data that determine whether every customer, from our smallest SMB accounts to our largest Enterprise relationships, gets a fast, effortless, high-quality resolution. This role sits at the center of our AI transformation of Support operations, evaluating, implementing, and scaling AI across chat, voice, and agent-assist workflows, while also owning the fundamentals: workforce planning and capacity, quality and performance measurement, and a closed-loop voice-of-customer program that feeds directly into our product and engineering roadmaps. You will lead a team, and this is a hands-on role: you're expected to get into the details, run point on hard problems personally, and build things yourself when needed. Support Operating Model: People, Process & Systems Own the end-to-end design of how Support operates: org structure, staffing model, tiering/routing, escalation paths, and channel model (chat, email, phone, self-service, community), and continuously refine it as the business scales. Build and run the operating cadence for the function: performance reviews, root-cause/escalation reviews, leadership readouts, and continuous-improvement rhythms. Segment design so that SMB, Mid-Market, and Enterprise customers each get a service model appropriate to their needs, complexity, and value. AI & Support Technology Transformation Own the roadmap for AI-enabled support, including virtual agents/chatbots, voice AI, agent-assist, and automation, from business case through implementation, measured a

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference. Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact. We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together. Job Description Serve as a strategic thought partner to the Executive Director and a senior cross-functional execution leader for Responsible Business. Help shape priorities, test options and tradeoffs, and translate agreed strategy into clear recommendations, effective governance and accountable delivery of complex enterprise initiatives. The remit extends beyond reporting readiness; overall strategy, executive alignment and material decisions remain with the Executive Director. Key responsibilities Translate Responsible Business strategy into governance processes, operating plans, decision pathways and clear escalation. Lead a defined portfolio of complex, cross-f

Who are we? FalconX is a pioneering team of operators, investors, and builders committed to revolutionizing institutional access to the crypto markets. Operating at the intersection of traditional finance and cutting-edge technology, FalconX addresses the industry's foremost challenges: Navigating the digital asset market can be complex and fragmented, with limited products and services that support trading strategies, structures, and liquidity found in conventional financial markets. As a comprehensive solution for all digital asset strategies from start to scale, FalconX operates as the connective tissue empowering clients with seamless navigation through the ever- evolving cryptocurrency landscape. Responsibilities Build, scale, and optimize core low-latency trading platforms. Architect AWS and hybrid cloud infrastructure for microsecond execution using kernel tuning (isolcpus), AWS Placement Groups, and enhanced networking (ENA/ENI). Design and maintain release pipelines for core trading engines (OMS, EMS, Gateways), ensuring zero-downtime deployments and deterministic rollbacks. Collaborate across teams to enhance platform reliability, performance, scalability, and security. Provision high-throughput messaging paths (Aeron, FIX gateways) to support venue expansions for market making and regional growth. Drive infrastructure automation, network topology design, and OS configurations using Terraform and Ansible. Build real-time telemetry pipelines using Grafana Cloud, Alloy, and Prometheus to detect latency spikes and system issues. Drive continuous platform efficiency, reduce tick-to-trade latency, and accelerate deployment cycles. Practice sustainable incident response, reduce MTTR, establish error budgets, and conduct blameless postmortems. Share on-call rotation duties and serve as a primary escalation point for production incidents. Enforce security best practices across all trading infrastructure to minimize attack surfaces and guarantee data integrity. Min

Our Global Structure Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team. About the role We are looking for an experienced Senior Payroll Analyst to join our Global Payroll team and play a key role in the delivery and continuous improvement of payroll across our international markets. This is a senior operational role with responsibility for overseeing payroll activity across multiple countries. You will bring strong payroll expertise, sound judgement and a proactive approach to ensure employees are paid accurately, on time and in compliance with local legislation. Working closely with the Payroll Team, internal HR and People teams, Finance, Tax and external payroll providers, you will take ownership of complex payroll activities, provide subject-matter expertise and act as a key escalation point for payroll issues. The role will also provide opportunities to support international payroll projects, process improvements, system implementations and automation , helping Deliveroo build a scalable and efficient global payroll operation. What you’ll be doing Take ownership of the end-to-end payroll delivery for assigned international entities. Partner with local HR, People Operations, Finance and Tax teams to ensure payroll inputs are complete, accurate and delivered within agreed timelines. Review, validate and approve payroll inputs and outputs, identifying discrepancies, trends and potential risks before payroll is finalised. Apply a strong understanding of legislation across multiple jurisdictions, statutory requirements and payroll practices , ensuring processes remain compliant and appropriately controlled. Work closely with external payroll providers, holding them accountable for accuracy, timeliness, compliance and service delivery . Act as a s

This is Adyen Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster. About the Team Our Direct Customer Onboarding (CDD) team is seeking an experienced Senior CDD Risk Analyst with a strong compliance background and deep CDD expertise. In this role, your core focus centers on two key pillars: leading quality improvements (and quality control processes sign-offs) and directly managing high-complexity enterprise onboarding cases. Additionally, you will serve as a Subject Matter Expert (SME) and mentor, actively helping to upskill the team while collaborating cross-functionally with Quality Assurance, Compliance, and Commercial teams to streamline our onboarding process while safeguarding Adyen through strict regulatory compliance. What You’ll Do Complex Merchant Onboarding & Collaborative Problem-Solving : Autonomously lead the onboarding process for Adyen’s most strategic and complex enterprise merchants. Conduct multi-jurisdictional due diligence, dissecting opaque corporate structures, and mitigating risks associated with PEPs, sanctions, adverse media, and high-risk industries. Regulatory Interpretation & Policy Alignment: Translate complex second-line compliance policies into actionable first-line operational procedures and lead calibration sessions to ensure consistent application across the team. Quality Assurance, Escalation, & Knowledge Leadership: Maintain a 100% quality ass

About Us At LangChain, our mission is to make intelligent agents ubiquitous. We build the foundation for agent engineering in the real world, helping developers move from prototypes to production-ready AI agents that teams can rely on. We began as widely adopted open-source tools and have grown to also offer a platform for building, evaluating, deploying, and operating agents at scale. With $125M raised at Series B from IVP, Sequoia, Benchmark, CapitalG, and Sapphire Ventures, we’re at a stage where we’re continuing to develop new products, growth is accelerating, and all team members have meaningful impact on what we build and how we work together. LangChain is a place where your contributions can shape how this technology shows up in the real world. Today, our platform includes LangSmith (Observability, Evaluation, Deployment, Fleet, and Sandboxes), our open source frameworks (LangChain, LangGraph, and Deep Agents), and the newly launched LangSmith Engine for autonomous agent improvement. We have 100M+ monthly open source downloads, 6,000+ active LangSmith customers, and 5 of the Fortune 10 use LangSmith in production (+ 35% of the Fortune 500 overall), including teams at Klarna, Clay, Coinbase, Workday, Lyft, Cloudflare, Harvey, Rippling, Vanta, LinkedIn, Monday.com, Nvidia, and Bridgewater. About the role We’re hiring a Senior Technical Support Engineer to lead our customer support experience for highly technical users, from AI engineers to infrastructure architects. You’ll be on the front lines helping teams debug production LLM applications and agents, improve AI observability and evaluations, and unblock critical issues. You’ll also help define what world-class technical support looks like for modern AI platforms Key Responsibilities Be the go-to escalation point for technical support inquiries—diagnosing issues across customer setup, LangChain products, and deployment issues. Work directly with engineering, operations, documentation, and product teams to res

At Anyscale , we're on a mission to democratize distributed computing and make it accessible to software developers of all skill levels. We’re commercializing Ray , a popular open-source project that's creating an ecosystem of libraries for scalable machine learning. Companies like OpenAI , Uber , Spotify , Instacart , Cruise , and many more, have Ray in their tech stacks to accelerate the progress of AI applications out into the real world. With Anyscale, we’re building the best place to run Ray, so that any developer or data scientist can scale an ML application from their laptop to the cluster without needing to be a distributed systems expert. Proud to be backed by Andreessen Horowitz, NEA, and Addition with $250+ million raised to date. About the Role Anyscale's need to detect and respond to security events across its production and corporate environments is growing as the company scales. We're looking for a Senior Detection and Response Engineer to own detection engineering and to lead incident response when it counts, coordinating the response and driving it to resolution. This is a high-ownership role with real room to shape how detection and response works at Anyscale. You will own the detection pipeline, the response runbooks, and incident response, reporting to the Head of Security and partnering with engineering. This role is based in India. In your first year, success looks like strong detection coverage across our cloud, endpoint, and runtime telemetry, a working correlation and alerting pipeline, and incident response runbooks that have been exercised in practice. What You'll Do Own and build detection coverage across cloud, endpoint, and runtime telemetry. Own a centralized correlation and alerting capability that turns telemetry into actionable detections. Own incident response: runbooks, escalation paths, and coordination during an incident, across corporate and production environments. Drive detection of anomalous activity across the environments

Our vision is to transform how the world uses information to enrich life for all. Join an inclusive team passionate about one thing: using their expertise in the relentless pursuit of innovation for customers and partners. The solutions we build help make everything from virtual reality experiences to breakthroughs in neural networks possible. We do it all while committing to integrity, sustainability, and giving back to our communities. Because doing so can fuel the very innovation we are pursuing. As an OCT CPEE Photo Metrology Principal/Senior Engineer, you will lead HVM photo metrology (especially overlay metrology) yield, quality, productivity, and cost improvement initiatives, and serve as the technical authority for resolving complex photo metrology related issues across fabs, and drive photo metrology supplier roadmap and engagement. You will be responsible for defining and deploying photo metrology Best Known Methods (BKM) for HVM and NPI, driving MOR‑POR gap closure, and enabling cross‑fab and cross‑node process alignment. You will also be acting as a key technical escalation point, and collaborate closely with internal partners and suppliers to improve photo metrology capability, process margin, and execution consistency, while representing OCT in technical reviews, workshops, and governance forums. Responsibilities and Tasks: Lead HVM photo/overlay metrology yield, quality, productivity, and cost improvement initiatives Resolve complex photo/overlay metrology issues through data‑driven root‑cause analysis Define and deploy photo/overlay metrology Best Known Methods (BKM) across fabs for HVM and NPI Act as the technical point for cross-fab, complex photo/overlay metrology customer concerns Drive MOR–POR gap closure an

About Cleo Cleo is the AI-native supply chain orchestration company built on modern EDI. We help businesses orchestrate EDI, API, MFT, applications, and trading partner ecosystems with the visibility, intelligence, and control needed to keep business-critical supply chain transactions moving — from order to cash, procure to pay, and everywhere in between. Our platform, Cleo Integration Cloud, brings together integration, workflow automation, real-time monitoring, and Agentic AI intelligence so supply chain, operations, and IT teams can launch partners faster, automate transactions across business systems, resolve exceptions before they become disruptions, and gain actionable insight across the end-to-end supply chain. Trusted by 5,000+ customers across manufacturing, retail, logistics, and distribution, Cleo is headquartered in Rockford, Illinois, with offices in Chicago and Bangalore. We are a team united by one mission: to make supply chains smarter. Cleo Never Stops. The Opportunity Own the technical leadership of the team and end-to-end reliability of complex transaction operations, ensuring faster resolution, reduced repeat failures, and consistent SLA performance across the shift/team. What You'll Do ▸ Incident Leadership & Command ▸ • Lead P1/P2 incidents as incident commander, driving structured and timely resolution ▸ • Make real-time decisions during escalations and guide the team clearly ▸ • Ensure strong communication cadence and stakeholder confidence ▸ ✅ Measure: P1/P2 MTTR, escalation effectiveness, stakeholder feedback ▸ Advanced Troubleshooting & Problem Solving ▸ • Handle highly complex issues across EDI/API/SFTP ecosystems ▸ • Perform deep RCA with clear root cause and preventive actions ▸ • Solve ambiguous problems by connecting patterns across systems ▸ ✅ Measure: repeat issue reduction, RCA quality score, first-time resolution rate ▸ Team Oversight & Delivery Assurance ▸ • Oversee queue health, workload distribution, and SLA adheren