Cloud Services Escalation Lead

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.

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)

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.

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.