Technical Escalation Team 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.