Incident & Escalation Lead- Enterprise Customers

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Incident & Escalation Lead – Enterprise Customers based in Canada.

The Incident & Escalation Lead will take ownership of complex, high-stakes customer escalations, helping protect enterprise relationships and restore customer confidence when critical issues arise. Working across a globally distributed Support Engineering organization, you will coordinate cross-functional teams to drive timely, accountable resolutions. You will serve as a trusted customer advocate, ensuring clear communication and consistent updates throughout the escalation lifecycle. The role combines strategic relationship management, executive engagement, and structured incident coordination. You will collaborate closely with Engineering, Support, Product, Customer Success, and Sales teams, often operating under pressure and with incomplete information. You will also help strengthen escalation practices, develop operational playbooks, and improve how critical customer situations are managed. This is an opportunity to shape a global function while making a direct impact on enterprise customer trust and retention.