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 ResponsibilitiesLead resolution of critical escalations across AWS, Azure, and GCP environmentsServe as the final escalation point for complex, customer-impacting incidentsCoordinate cross-functional teams (engineering, support, product) during outages and service disruptionsConduct deep technical investigations and root cause analyses across cloud platformsDevelop and maintain escalation protocols, incident runbooks, and postmortem documentationCommunicate incident status and resolution plans to internal and external stakeholdersIdentify patterns in escalations and collaborate with engineering to implement preventive measuresMentor support engineers and contribute to internal knowledge sharing and training initiativesInfluence product and infrastructure roadmaps to improve reliability and customer experience Required Skills & Experience8+ years in cloud operations, technical support, or infrastructure engineeringHands-on experience with AWS, Azure, and GCP (multi-cloud architecture and troubleshooting)Strong understanding of networking, security, and distributed systemsProven track record in incident management and escalation handlingExcellent communication and stakeholder management skillsAbility to lead under pressure and drive clarity in ambiguous situationsBachelor's or Master’s in Computer Science, Engineering, or related fieldRelevant 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 AttributesStrategic mindset with a bias for actionPassion for operational excellence and customer successExperience with ITIL, DevOps, and SRE principlesFamiliarity 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. SummaryLocation: Campbell, CAType: Full time