Cloud Services Escalation Lead
- Pay
- $130,000 – $160,000 per year
- Location
- Campbell, CA
- Listed
- 2 days ago
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.
- Deliver hands-on technical support for escalations, supporting both internal stakeholders and external customers.
- Serve as Escalation Lead, owning complex technical issues through in-depth troubleshooting and cross-team coordination.
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)
Pay and benefits
The US base salary range for this full-time position is $130,000 - $160,000 (depending on location). Our salary ranges are determined by role, level and location. The range for each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience and relevant education or training. Please note that the compensation details listed reflect the base salary and certain positions may be offered with additional variable incentives.
About Centric Software
Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.
Our story is one of rapid growth, bold ideas and extraordinary opportunities. We're here to challenge the status quo-and we're looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.
Equal opportunity and legal notices
Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.
From Centric Software's careers page, first listed on Rolev.ai on November 8, 2026. Rolev.ai is not the employer.
How Rolev.ai helps with this application
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Common questions
What is the salary for the Cloud Services Escalation Lead role at Centric Software?
The Cloud Services Escalation Lead posting at Centric Software states compensation of $130,000 – $160,000 per year. Final pay may depend on location, experience, and interview evaluation on Centric Software's official career site.
Where is the Cloud Services Escalation Lead job at Centric Software located?
This Cloud Services Escalation Lead position at Centric Software is located in Campbell, CA. Always check Centric Software's application page for specific state eligibility or relocation policies.
How do I apply for the Cloud Services Escalation Lead position at Centric Software?
This listing links directly to Centric Software's Workday application page. You can apply directly on Centric Software's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Workday application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.