Centric Software · 4 months ago
Cloud Services Escalation Lead
United States
Full-time
Remote
Senior Level, Lead/Staff
$130K/yr - $160K/yr
8+ years expCentric Software is a leader in delivering innovative PLM solutions for the retail and consumer goods industries. As the Cloud Services Escalation Lead, you will act as the technical authority for escalated issues in a multi-cloud environment, leading the resolution of high-impact incidents and coordinating across teams to ensure service restoration and improvement.
Consumer ElectronicsCosmeticsFashionFast-Moving Consumer GoodsFood and BeverageFurnitureGroceryHome DecorOutdoorsSporting Goods
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
Qualification
Required
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
Preferred
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)
Company
Centric Software
#1 PLM, Planning, Pricing and Inventory, Market Intelligence, Visual Boards for consumer goods businesses.
1001-5000 employees
H1B Sponsorship
Centric Software has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (4)
2023 (9)
2022 (6)
2021 (2)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$118.3MKey Investors
LFX Venture PartnersOak Investment PartnersChris Groves
2018-07-24Acquired
2014-07-29Series D· $24M
2012-12-05Series C· $19M
Leadership Team
Fabrice Canonge
Chief Executive Officer
Jade Huang
VP, Strategy, Centric Market Intelligence
Recent News
2026-01-05
2025-12-24
2025-12-24
Company data provided by crunchbase