Centric Software
Cloud Services Escalation Lead
Campbell, CA · Senior · Full-time
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About the role
- Our story is one of rapid growth, bold ideas and extraordinary opportunities.
- 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.
Responsibilities
- Lead resolution of critical escalations across AWS, Azure, and GCP environments
- Coordinate cross-functional teams (engineering, support, product) during outages and service disruptions
- Develop and maintain escalation protocols, incident runbooks, and postmortem documentation
- Identify patterns in escalations and collaborate with engineering to implement preventive measures
- Mentor support engineers and contribute to internal knowledge sharing and training initiatives
- 8+ years in cloud operations, technical support, or infrastructure engineering
- Ability to lead under pressure and drive clarity in ambiguous situations
- Serve as Escalation Lead, owning complex technical issues through in-depth troubleshooting and cross-team coordination.
- Deliver hands-on technical support for escalations, supporting both internal stakeholders and external customers.
Requirements
- Required Skills & Experience
- Hands-on experience with AWS, Azure, and GCP (multi-cloud architecture and troubleshooting)
- Strong understanding of networking, security, and distributed systems
- Bachelor's or Master's in Computer Science, Engineering, or related field
- Experience with ITIL, DevOps, and SRE principles
Nice to have
- Relevant certifications (e.g., AWS Solutions Architect, Azure Administrator, GCP Professional Cloud Architect) are a plus.
- Preferred Attributes
Compensation
- The US base salary range for this full-time position is $130,000 - $160,000 (depending on location).
Benefits
- Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience and relevant education or training.
Company info
- We're here to challenge the status quo-and we're looking for brilliant people who want to do the same.
This listing is sourced directly from Centric Software's careers page and normalized into a canonical job model.