Escalation Manager

Were in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here you lead with innovative thinking grow along with us and join the smartest team in the industry.

This type of workwork that changes the worldis what the tech industry was founded on. So if youre ready to seize the endless opportunities and leave your mark come join us.

THE ROLE

Everpures Technical Services organization is a globally respected team committed to delivering an industry-defining support experience. As part of our Customer Advocacy function we are seeking an Escalation Manager to serve as the executive escalation authority for the EMEA region. This is a highly visible high-impact leadership role requiring strong technical aptitude though it is not a hands-on engineering position. You will lead through complex technical crises by understanding recovery strategies validating proposed paths forward challenging assumptions and ensuring engineering efforts align to business risk customer impact and executive expectations. This is not a coordination role. It is a position defined by decisive ownership executive presence and the ability to establish clarity accountability and control during the most critical customer moments.

WHAT YOULL DO

• Primary owner and authority of an Incident: You will take Extreme Ownership of critical escalations serving as the single point of truth and authority for Technical Services Engineering and the Customer. You will move beyond simple facilitation to actively collaborate and lead resources to drive resolution.
• Lead with Authority: Direct and facilitate customer and technical bridge calls during all critical incident engagements. You will provide decisive leadership by aligning technical and engineering resources constructively challenging assumptions removing obstacles and driving coordinated resolution with urgency and accountability.
• Severity-Based Engagement Governance: Ensure the right technical and leadership resources are engaged proportional to business impact and urgency. You will recognize escalation inflection points early and formally activate additional executive sponsorship/visibility when required.
• Own the Incident Narrative (Internal and External Communications): Serve as the authoritative voice for all Executive Summaries and Escalation Management communications. Translate complex technical incidents into clear concise business risk narratives tailored to all leadership levels including C-suite executives. Maintain disciplined governance over all internal and external messaging throughout the escalation lifecycle ensuring alignment consistency and a single coherent narrative across technical and executive audiences.
• Bridge the Gap Between Technical & Business: Serve as a strategic partner to the Account Team during high-impact incidents ensuring technical remediation directly addresses the customers underlying business objectives. Safeguard long-term relationship health and renewal confidence while driving resolution in active crisis conditions.
• Restore Trust Through Competence: Represent the organization during the most critical customer moments demonstrating leadership credibility and control under pressure. Manage customer sentiment through transparent communication balanced with confidence and direction while proactively anticipating executive concerns and addressing them with clarity before escalation occurs.
• Drive Global Continuity: Operate autonomously within the EMEA region while orchestrating seamless real-time handoffs of critical incidents across US and APJ regions. Ensure sustained execution momentum consistent leadership oversight and uninterrupted customer confidence across time zones.
• Orchestrate Cross-Functional Execution: Rapidly assemble and align global cross-functional teams around a clear resolution strategy. You will eliminate ambiguity enforce ownership clarity and maintain decision velocity under pressure.
• Operationalize Lessons Learned: Convert high-severity engagements into measurable operational advancement. Systematically extract root causes uncover governance and execution gaps and implement structured process improvements that mitigate recurrence and elevate escalation maturity.
• Strengthen Knowledge & Recovery Readiness: Strengthen organizational preparedness and accelerate future response effectiveness by identifying business and governance gaps surfaced during escalations. Drive sustained improvements in escalation discipline and operational maturity by reinforcing best practices closing process breakdowns and elevating accountability standards across the lifecycle.

WHAT YOU BRING

• Extensive experience in Critical Incident Management Technical Support Leadership or Escalation Management preferably within the enterprise storage SaaS virtualization or cloud infrastructure industry.
• A Run to the Fire Mindset: A proactive desire to jump into chaotic high-pressure situations and create order. You must be unflappable under pressure possessing the high Emotional Intelligence (EQ) required to manage angry customers stressed engineers and demanding executives simultaneously.
• Translate Reactive Escalations into Preventive Discipline: Systematically extract root causes governance gaps and behavioral breakdowns from high-severity engagements and convert them into repeatable workflows risk mitigation actions and cross-functional process improvements that prevent recurrence.
• Escalation Readiness and Early Risk Intervention: Proactively identify early political technical and operational risk signals; strengthen communication standards and ownership clarity; and drive measurable reduction in preventable escalations while increasing executive confidence and operational maturity.
• Technical Validation Capability: Possesses the technical fluency required to assess and validate proposed recovery strategies across enterprise storage networking virtualization and cloud architectures ensuring alignment between technical remediation and business objectives.
• Executive Presence: Proven ability to command a room of senior leaders (internal and external) and deliver difficult messages with professional confidence and clarity.
• Exceptional Communication Skills: You must be able to tell a story not just list facts. Experience writing high-quality Incident Reports (IRs) and Root Cause Analyses (RCAs) for executive audiences is essential.
• Operational Proficiency: Experience with ServiceNow JIRA and Salesforce to track incidents and drive accountability.
• Willingness to Travel & Flex: Ability to travel periodically throughout the region to support customers on-site during critical situations and flexibility to work outside standard business hours when active crises demand it.
• Executive Relationship Influence: Proven ability to establish strengthen and leverage senior-level internal partnerships to drive accountability accelerate decision-making and increase execution velocity during escalations.
• High-Severity Operational Management: Demonstrates advanced organizational rigor effectively managing multiple concurrent critical incidents while maintaining precise real-time status visibility risk tracking and forward recovery planning.
• Continuous Improvement Orientation: Exhibits a disciplined growth mindset consistently pursuing individual development operational refinement and measurable enhancement of escalation effectiveness.

• We are primarily an in-office environment and therefore you will be expected to work from the Dublin office in compliance with Everpures policies unless you are on PTO or work travel or other approved leave.

#LI-ONSITE

WHAT YOU CAN EXPECT FROM US:

• Innovation: We celebrate those who think critically like a challenge and aspire to be trailblazers.
• Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortunes Best Workplaces in Technology Fortunes Best Workplaces in the Bay Area and certified as a Great Place to Work!
• Team: We build each other up and set aside ego for the greater good.

And because we understand the value of bringing your full and best self to work we offer a variety of perks to manage a healthy balance including flexible time off wellness resources and company-sponsored team events. Check out for more information.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this contact us at if youre invited to an interview.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

Were forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isnt just accepted but embraced. Thats why we are committed to fostering the growth and development of every person cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.

Everpure is proud to be an equal opportunity employer. We do not discriminate based upon race religion color national origin sex (including pregnancy childbirth or related medical conditions) sexual orientation gender gender identity gender expression transgender status sexual stereotypes age status as a protected veteran status as an individual with a disability or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

Join us and bring your best.

Bring your bold.

Pure and simple.