Escalation Manager Resume Mara Rice Escalation Manager (303) 555-XXXX mara.rice@example.com mararice Denver, CO 80206 STRENGTHS Incident coordination Keeps customer-impacting cases moving by clarifying ownership and next steps across engineering teams. Customer communication Shares clear, timely incident updates that help customers and account teams understand technical progress. Investigation Uses logs and reproducible tests to separate configuration issues from platform defects before escalation. Process improvement Turns recurring case patterns into practical workflow and product recommendations for support and engineering. Peer coaching Leads case reviews and shares investigation practices that help Support Engineers prepare stronger escalations. SKILLS Escalation management Incident management Technical support Support engineering Cloud operations Problem management Case triage Severity definitions Customer updates Cross-team coordination Log analysis Root-cause investigation Supportability planning Peer coaching Workflow automation LANGUAGES English Native 40 Spanish Intermediate 20 MY CAREER 7.4 Years Escalation Manager at Redwood Cloud Systems (2.5 Years) Senior Support Engineer, Incident Management at SummitGrid Infrastructure (2.3 Years) Cloud Support Engineer at VectorScale Cloud Services (1.4 Years) Technical Support Analyst at Pioneer SaaS Support (1.2 Years) SUMMARY Escalation Manager with 7 years of experience across technical support, support engineering , cloud operations , and incident management , including more than four years coordinating customer-impacting escalations across Support, Product Engineering, SRE, Networking, Storage, and Data Center Operations. Establish escalation criteria, severity models, handoff standards, dashboards, and supportability programs that improve case visibility and reduce repeat issues and resolution time. Use escalation trends and customer feedback to guide product improvements, with hands-on experience in AI/ML infrastructure, GPU compute, HPC, and InfiniBand or RoCE networking. Coach Support Engineers in deeper troubleshooting and accountable case ownership, and communicate technical findings clearly to customers, account teams, and leaders. EXPERIENCE Escalation Manager Redwood Cloud Systems May 2024 - Present Denver, CO Established escalation criteria, severity definitions, and engineering handoff standards for a growing cloud support organization, clarifying the evidence and troubleshooting steps required before routing cases. Built a shared escalation view with accountable owners, next steps, ETAs, customer impact, and aging indicators; used recurring Engineering reviews to surface stalled cases and secure follow-through. Created SQL and Looker dashboards, with Tableau and Sheets reporting for partner teams, covering escalation volume and rate, time to engage, time to resolve, aging, and drivers by customer and product area. Converted trends into quarterly reduction targets with the Director of Customer Support Engineering. Improved Zendesk -to- Jira workflows and Slack notifications, using Python and Bash automation to reduce manual updates and make case status more consistent across support and engineering trackers. Owned the supportability backlog with Product, prioritizing requests for better logging, diagnostics, observability, error messages, self-service tooling, and internal admin capabilities; tracked releases and shared shipped changes with Support. Coordinated customer-impacting incidents involving GPU compute and AI/ML training and inference infrastructure , including Linux, virtualization, Kubernetes, HPC, and InfiniBand or RoCE networking investigations. Translated technical findings into clear customer, account-team, and leadership updates. Reviewed incident patterns and customer feedback with Product and Engineering, bringing evidence into planning and adding investigation findings to postmortems, runbooks, and knowledge base articles . Partnered with the Senior Manager of Customer Support on targeted training and coached Support Engineers to deepen troubleshooting, own cases end to end, and actively drive escalations rather than hand them off. Established a weekly escalation problem-review process that grouped repeat cloud infrastructure incidents by product driver, assigned Product and Engineering owners, and tracked corrective releases; quarterly escalation rates fell 18% as recurring defects and support gaps were addressed. Senior Support Engineer, Incident Management SummitGrid Infrastructure Jan 2022 - Apr 2024 Boulder, CO Took point on multi-team cloud incidents, coordinating Support Engineering, SRE, Networking , Storage, and Product Engineering from technical triage through customer confirmation and closure. Read Linux and Kubernetes logs, traced networking and virtualization symptoms, and assembled concise investigation timelines that helped engineering owners isolate causes and agree on next actions. Introduced consistent case severity and handoff practices for complex customer issues, then maintained incident.io records and Jira follow-ups so cross-team actions stayed visible. Used SQL and Sheets to examine repeat incidents and resolution delays, presenting practical process and product recommendations to support and engineering leads. Contributed troubleshooting guides and postmortem actions for recurring service issues, strengthening knowledge transfer and helping support engineers resolve more cases without escalation. Coordinated high-severity incident updates for customer-facing teams and engineering leaders, using confirmed impact, investigation status, next owner, and ETA to keep communications clear under pressure. Facilitated monthly case reviews, coaching Support Engineers on evidence gathering, escalation readiness, and customer case ownership; shared repeat-incident findings with Product and Engineering to prioritize practical fixes. Cloud Support Engineer VectorScale Cloud Services Aug 2020 - Dec 2021 Portland, OR Investigated customer issues across Linux -based cloud services, Kubernetes workloads, virtual machines, and network connectivity, using logs and reproducible tests to distinguish configuration problems from platform defects. Managed complex Zendesk cases through technical investigation and customer follow-up, providing clear written status updates and engaging engineering teams with actionable evidence when escalation was warranted. Worked with SRE and Product Engineering on incident reviews, documented troubleshooting steps in runbooks, and tracked corrective actions in Jira. Built foundational experience in cloud operations and incident management while supporting customers in a rapidly expanding SaaS environment. Technical Support Analyst Pioneer SaaS Support Jun 2019 - Jul 2020 Fort Collins, CO Resolved customer-reported application and account issues through structured diagnosis, careful case documentation, and timely communication in Zendesk. Reproduced software defects and gathered logs and troubleshooting details for engineering, improving the quality of escalations and reducing clarification cycles. Organized recurring issue notes into internal knowledge articles and used team feedback to make common support workflows easier to follow. LEADERSHIP, AWARDS & RECOGNITION Recognized by Support and Engineering peers at Redwood Cloud Systems for clear incident updates and dependable cross-team follow-through, 2025. Facilitated monthly case-review sessions at SummitGrid Infrastructure, sharing investigation practices and coaching peers on escalation readiness, 2023-2024. EDUCATION Bachelor of Science in Information Systems Colorado State University 2015 Fort Collins, CO CERTIFICATIONS ITIL 4 Foundation 2023 Cloud Incident Response and Problem Management Training 2024 TECHNICAL SKILLS Operating Systems: Linux, Ubuntu, Red Hat Enterprise Linux Cloud Platforms: Amazon Web Services, Microsoft Azure, Google Cloud Platform Container Platforms: Kubernetes, Docker, containerd Networking: InfiniBand, RoCE, TCP/IP Virtualization: VMware vSphere, KVM, Xen Data and Query: SQL, PostgreSQL, MySQL Monitoring and Observability: Prometheus, Grafana, OpenTelemetry Support and Tracking: Zendesk, Jira, incident.io Collaboration: Slack, Microsoft Teams, Google Sheets Programming and Scripting: Python, Bash, JavaScript Reporting and Analytics: Looker, Tableau, Microsoft Excel SKILLS Escalation management Incident management Technical support Support engineering Cloud operations Problem management Case triage Severity definitions Customer updates Cross-team coordination Log analysis Root-cause investigation Supportability planning Peer coaching Workflow automation PROFESSIONAL AFFILIATIONS Member, Association for Computing Machinery (ACM), participating in a professional community focused on computing and technology. Member, Cloud Native Computing Foundation (CNCF), engaging with an organized community focused on cloud native technologies. LANGUAGES English (Native) Spanish (Intermediate)
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