Escalation Operations Specialist

Coralogix is on a mission to revolutionize observability. Our modern platform helps businesses monitor and understand their data—logs, metrics, traces, and security events—at scale while reducing costs by up to 70%.

This role sits within the Support organization, collaborating closely with Technical Support Engineers and Technical Account Managers to ensure high-impact escalations are handled with urgency and precision.

We’re looking for an Escalation Operations Specialist who thrives at the intersection of customer success, product, and engineering. In this role, you’ll take ownership of the entire escalation lifecycle, drive improvements through automation and AI, and play a key role in delivering seamless customer experiences. You’ll work cross-functionally with Customer Success, Product, and R&D teams to ensure issues are resolved swiftly and collaboratively. This role is ideal for someone who loves managing complex project.

Responsibility:

• Escalation Process Management: Oversee the customer success escalation process end-to-end, ensuring timely and effective resolution of customer issues, requests, and bugs.
• Customer Issue Resolution: Reduce and improve customer MTTR (Mean Time to Resolution) by managing bugs and feature requests with R&D, ensuring proper prioritization and follow-up.
• Deprecation & Product Changes: Lead communication and coordination for product deprecations and changes. Ensure clear and professional messaging to customers regarding actions and updates.
• Cross-Functional Collaboration: Partner closely with CS, Product, and R&D teams to drive escalations to resolution and manage technical projects requiring multi-team involvement.
• Project Management & Tracking: Utilize Jira and other project management tools to effectively track, manage, and report on escalations and related tasks.
• Automation & AI Integration: Leverage automation tools and scripts to reduce manual effort and streamline workflows. Use AI tools to enhance escalation handling and support processes.
• Operational Process Improvement: Continuously refine escalation workflows, introduce best practices, and improve overall operational efficiency.
• Escalation Training & Guidance: Collaborate with Customer Support to ensure proper handling of escalations. Mentor and guide the team onmanaging high-priority and complex issues.

• 3+ years in escalation management, with proven experience running operations and managing cross-functional projects.
• Cross-Org Process Leadership: Demonstrated success in creating and implementing processes that span multiple teams and departments.
• Project Management Skills: Strong experience using Jira or similar tools to manage tasks, track issues, and monitor progress.
• Technical Expertise: Proficiency with automation tools, scripting, and using AI platforms to improve support operations.
• Collaboration & Communication: Outstanding communication skills and the ability to work effectively across teams and technical/non-technical stakeholders.
• Problem Solving: Analytical mindset with a strong customer focus and a drive to solve problems efficiently.
• Passion for Learning: Curiosity and enthusiasm for improving processes, learning new tools, and contributing innovative ideas.

Preferred Qualifications

• Experience working with observability platforms or in a technical customer success role.
• Experience working with DevOps or SRE teams, with an understanding of their needs in cloud and observability environments.
• Familiarity with SaaS/B2B environments.
• Hands-on experience with incident management and customer-facing technical communications.

Cultural Fit: We’re seeking a leader who is hungry, humble, and smart. At Coralogix, we foster a culture of innovation and continuous learning, where team members are encouraged to challenge the status quo and contribute to our shared mission. If you thrive in dynamic environments and are passionate about shaping the future of observability solutions, we’d love to hear from you.

Coralogix is an equal opportunity employer and encourages applicants from all backgrounds to apply.