Senior Customer Escalation Manager

Senior Customer Escalation Manager (P3 – Individual Contributor)

Customer Success | Hyderabad, India (Hybrid)

Time Zone Coverage:
Requires flexibility to support U.S. East & West Coast hours during active customer escalations (typically 8:00 a.m.–6:00 p.m. ET / 5:30 p.m.–3:30 a.m. IST)

Role Overview

The Senior Customer Escalation Manager is a hands-on, individual contributor escalation leader responsible for driving resolution of Nasuni’s most critical enterprise customer issues.

This role is not a people management position. It is designed for a technically credible escalation owner who thrives in high-pressure environments, coordinates across Support, Engineering, and Customer Success, and serves as the trusted point of contact for senior customer stakeholders during high-impact incidents.

This role is for experienced escalation leaders from data infrastructure, storage, or cloud platforms.
This role is not for people managers, program-only roles, or general customer support leads without deep technical escalation ownership.

Level & Scope Definition (P3 – Senior IC)

• Autonomy: Operates independently on high-severity escalations without day-to-day oversight

• Decision Authority: Drives escalation strategy, sequencing, and customer communication; does not override product or engineering decisions

• Impact Radius: Enterprise customers with business-critical outages or risk events

• Focus: Real-time escalation leadership, technical coordination, customer trust preservation

• Collaboration: Deep partnership with Tier 3 Support, Engineering, TAMs, and Customer Success leadership

Key Responsibilities

• Own end-to-end management of high-severity enterprise customer escalations, from intake through resolution and formal closure

• Act as the single escalation lead, coordinating actions across Support (Tier 3), Engineering, TAMs, and Product as required

• Apply deep understanding of data infrastructure and storage technologies to guide triage, validate hypotheses, and accelerate root cause identification

• Lead Root Cause Analysis (RCA) for major incidents and ensure corrective and preventive actions are documented and tracked

• Develop and maintain Critical Account Program (CAP) action plans, clearly defining scope, risk, ownership, and success criteria

• Deliver clear, executive-level customer communication during escalations, including status updates, recovery plans, and post-incident summaries

• Ensure cross-functional accountability by tracking actions, owners, and timelines across global teams

• Maintain escalation records and outcomes in Salesforce, Confluence, and collaboration tools

• Participate in Post-Action Reviews (PARs) to improve Nasuni’s escalation readiness and response effectiveness

• Provide escalation coverage aligned with U.S. East and West Coast business hours when required

Qualifications

Must-Have Qualifications 

• 8–12 years overall experience in technical support, escalation management, or technical account roles

• Direct ownership of enterprise customer escalations as an individual contributor (not advisory or managerial only)

• Background in data infrastructure, enterprise storage, cloud platforms, or adjacent ecosystems

• Proven experience leading cross-functional incident response involving engineering teams

• Demonstrated ability to communicate confidently with U.S. and EMEA enterprise customers, including senior stakeholders

• Strong incident documentation, RCA ownership, and follow-through discipline

• Flexibility to support U.S. time zones during active escalations

Preferred Qualifications

• Experience with SaaS-based infrastructure platforms

• Familiarity with Salesforce, Confluence, JIRA, or similar systems

• Exposure to enterprise file systems, data protection, or hybrid cloud environments

• Experience working in globally distributed support or escalation teams

Ideal Skills

• Previous role as a dedicated Escalation Manager or Principal Support IC

• Track record of handling multi-day, business-critical incidents with executive visibility

• PMP certification or formal incident / crisis management training

• Experience supporting Fortune 1000 or highly regulated enterprise customers

Why Work at Nasuni – Hyderabad?

As part of our commitment to your well-being and growth, Nasuni offers competitive benefits designed to support every stage of your life and career:

• Competitive compensation programs
• Flexible time off and leave policies
• Comprehensive health and wellness coverage
• Hybrid and flexible work arrangements
• Employee referral and recognition programs
• Professional development and learning support
• Inclusive, collaborative team culture
• Modern office spaces with team events and perks
• Retirement and statutory benefits as per Indian regulations

To all recruitment agencies: Nasuni does not accept agency resumes. Please do not forward resumes to our job boards, Nasuni employees or any other company location. Nasuni is not responsible for any fees related to unsolicited resumes.

Nasuni is proud to be an equal opportunity employer. We are committed to fostering a diverse, inclusive, and respectful workplace where every team member can thrive. All qualified applicants will receive consideration for employment without regard to race, religion, caste, color, sex, gender identity or expression, sexual orientation, disability, age, national origin, or any other status protected by applicable laws in India or the country of employment. We celebrate individuality and are committed to building a workplace that reflects the diversity of the communities we serve. If you require accommodation during the recruitment process, please let us know.

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