Incident & Escalation Lead- Enterprise Customers

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Incident & Escalation Lead – Enterprise Customers based in Canada.

• The Incident & Escalation Lead will take ownership of complex, high-stakes customer escalations, helping protect enterprise relationships and restore customer confidence when critical issues arise.
• Working across a globally distributed Support Engineering organization, you will coordinate cross-functional teams to drive timely, accountable resolutions.
• You will serve as a trusted customer advocate, ensuring clear communication and consistent updates throughout the escalation lifecycle.
• The role combines strategic relationship management, executive engagement, and structured incident coordination.
• You will collaborate closely with Engineering, Support, Product, Customer Success, and Sales teams, often operating under pressure and with incomplete information.
• You will also help strengthen escalation practices, develop operational playbooks, and improve how critical customer situations are managed.
• This is an opportunity to shape a global function while making a direct impact on enterprise customer trust and retention.