Escalations Manager — Customer Support

Company Description
Appglide Solutions is a business process accelerator dedicated to empowering global startups and SMEs. We specialize in scaling and automating essential business and technology processes across areas like Sales, Marketing, Customer Support, Remote Monitoring, and Financial Operations. Appglide Solutions is a certified provider of Priority aiERP software, driving efficiency and precision for our clients. We are skilled in delivering mobile, web, Dev Ops, AI, and data engineering projects that help automate and scale technological initiatives.

Role Description
This is a full-time, on-site position located in Chennai for an Escalations Manager — Customer Support for our customer, who is a fast-growing AI-native observability and network intelligence company. Trusted by Fortune 20 and Fortune 1000 enterprises across telecom, financial services, healthcare, and retail, our customer's platform unifies multi-domain data to deliver real-time root cause analysis, automated incident resolution, and AI-powered operational intelligence — helping the world's largest organisations eliminate downtime at scale.

As Escalations Manager, you will be at the very centre of our customer's commitment to world-class customer experience. Our customers operate some of the most critical infrastructure on the planet — and when things go wrong, they need a partner who responds with speed, clarity, and confidence. You will own the complete lifecycle of complex escalations: from war-room coordination to executive communication to ensuring every incident leaves us better than before.

Key Responsibilities

Escalation Management
▸   Own end-to-end structured response to customer escalations — ensuring no issue falls through the cracks
▸   Serve as the single point of accountability for high-priority and high-risk customer situations
▸   Set and drive escalation timelines, keeping all stakeholders aligned and informed at every step
Cross-Functional Coordination
▸   Lead and coordinate cross-functional resolution efforts involving Engineering, Product, Customer Success, and Sales
▸   Run escalation war rooms during critical incidents — bringing the right people together fast and driving decisive action
▸   Maintain clear ownership and action items across all internal teams until full resolution is achieved
Executive Communication
▸   Deliver clear, concise, and executive-level communication to senior stakeholders — both internally and at customer organisations — during high-risk events
▸   Prepare and present incident summaries, status updates, and resolution briefings to leadership
Post-Incident Excellence
▸   Conduct thorough post-incident reviews (PIRs) with a focus on learning, not blame
▸   Ensure corrective actions are documented, assigned, and tracked to completion
▸   Identify root causes with rigour and translate findings into process improvements that prevent recurrence
▸   Build and maintain an escalation knowledge base to continuously improve team readiness

Key Skills
▸   6–12 years of experience in customer support, technical account management, program management or escalations management — preferably in B2B SaaS or enterprise technology
▸   Proven ability to manage high-stakes, complex escalations in a fast-paced environment with enterprise clients
▸   Strong cross-functional leadership skills — comfortable influencing Engineering, Product, and C-suite without direct authority
▸   Excellent written and verbal communication skills; able to translate technical complexity into clear executive narratives
▸   Experience facilitating war rooms or incident bridges under pressure
▸   Structured problem-solver with a root cause analysis mindset and strong documentation discipline
▸   Familiarity with network observability, AIOps, or infrastructure monitoring is a definite advantage