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, DevOps, 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

612 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