Jobs and Careers

Cloud Services Escalation Lead

United States - Remote, United StatesRemotefull_timeVerifiedPosted 10 Nov 2025

💰 $160,000/yr($130,000/yr – $160,000/yr)

About the role

Job Title: Cloud Services Escalation Lead
Location: Remote – USA or Canada (ET)
Compensation: $130.000 - $160,000 USD (depending on location)

About Centric Software:

Centric Software stands at the forefront of innovation, delivering cutting-edge PLM solutions tailored specifically for the retail, fashion, footwear, luxury, and consumer goods industries. Our enterprise software applications are designed to meet the unique challenges of the fast-moving consumer goods market, empowering businesses to manage, optimize, and execute their critical processes with ease.

From concept to production, our software solutions streamline the journey of bringing products to life. We support our customers in effectively managing materials, sourcing, quality, and pricing, ensuring every step leads to a successful final catalog. With Centric Software, businesses can navigate the complexities of product development with confidence and agility. www.centricsoftware.com

Job Summary

As the Cloud Services Escalation Lead, you will serve as the technical authority and crisis manager for escalated issues across our multi-cloud environment—spanning AWS, Azure, and Google Cloud Platform. You’ll lead the charge in resolving high-impact incidents, coordinating across engineering, support, and product teams to restore service and drive long-term improvements. This role demands deep technical expertise, strategic thinking, and the ability to thrive under pressure while maintaining clear communication with stakeholders at all levels.

Key Responsibilities

Lead resolution of critical escalations across AWS, Azure, and GCP environments
Serve as the final escalation point for complex, customer-impacting incidents
Coordinate cross-functional teams (engineering, support, product) during outages and service disruptions
Conduct deep technical investigations and root cause analyses across cloud platforms
Develop and maintain escalation protocols, incident runbooks, and postmortem documentation
Communicate incident status and resolution plans to internal and external stakeholders
Identify patterns in escalations and collaborate with engineering to implement preventive measures
Mentor support engineers and contribute to internal knowledge sharing and training initiatives
Influence product and infrastructure roadmaps to improve reliability and customer experience

Required Skills & Experience

8+ years in cloud operations, technical support, or infrastructure engineering
Hands-on experience with AWS, Azure, and GCP (multi-cloud architecture and troubleshooting)
Strong understanding of networking, security, and distributed systems
Proven track record in incident management and escalation handling
Excellent communication and stakeholder management skills
Ability to lead under pressure and drive clarity in ambiguous situations
Bachelor's or Master’s in Computer Science, Engineering, or related field
Relevant certifications (e.g., AWS Solutions Architect, Azure Administrator, GCP Professional Cloud Architect) are a plus

Preferred Attributes

Strategic mindset with a bias for action
Passion for operational excellence and customer success
Experience with ITIL, DevOps, and SRE principles
Familiarity with observability tools (e.g., Datadog, Splunk, New Relic, Prometheus)

The US base salary range for this full-time position is $130,000 - $160,000 (depending on location).  Our salary ranges are determine