Nasuni - Senior Customer Escalation Manager

Description: (Requires flexibility to work U.S. East and West Coast hours during Customer Escalations; typically between 8:00 a.m. 6:00 p.m. Eastern Time / 5:30 p.m. 3:30 a.m. IST)

About Nasuni:

Nasuni is a profitable, growing SaaS data infrastructure company reinventing enterprise file storage and data management in an AI-driven world.

We power the data infrastructure of the worlds most innovative enterprises.

Backed by Vista Equity Partners, and trusted by 900+ global customers, including Dow, Mattel, and Autodesk.

Nasuni is headquartered in Boston, USA with offices in Cork-Ireland, London-UK and we are starting an India Innovation Center in Hyderabad India to leverage exuberant analyst talent available in India.

Companys recent Annual Revenue at $160M and is growing at 25% CAGR.

We have a hybrid work culture.

3 days a week working from the Hyderabad office during core working hours and 2 days working from home.

Senior Customer Escalation Manager Summary:

- The Senior Customer Escalation Manager is a hands-on technical escalation leader, responsible for coordinating Nasunis most critical enterprise customer issues.

- This is a high-impact individual contributor role, not a people management position, requiring deep technical understanding, calm under pressure, and the ability to lead cross-functional action plans in real time.

- You will act as the single point of coordination between Technical Account Management, Support (Tier 3), and Engineering, driving resolution of urgent, business-critical escalations and maintaining customer trust through transparent, timely communication.

What Youll Do:

- Own and manage the most severe and business-critical customer escalations end-to-end, from identification to resolution and closure.

- Serve as the primary escalation lead, directly coordinating between Technical Support Engineers, TAMs, and Engineering teams.

- Understand Nasunis technology in depth to identify probable root causes and ensure accurate technical triage and action plans.

- Conduct and lead Root Cause Analysis (RCA) for major incidents and ensure learnings are documented and communicated.

- Create and maintain CAP (Critical Account Program) action plans, defining issue scope, business impact, and success criteria.

- Provide executive-level communication and customer-facing updates with professionalism and precision.

- Manage cross-functional accountability, ensuring tasks are clearly owned, tracked, and resolved across global teams.

- Document progress in Salesforce, Confluence, and Slack, ensuring full visibility for leadership and stakeholders.

- Participate in Post Action Reviews (PARs) to identify preventive measures and improve future response efficiency.

- Provide time zone coverage for U.S. East and West Coast business hours, ensuring continuity of escalation management.

Who You Are:

- A senior escalation or Level III technical support engineer who has progressed into customer-facing technical coordination roles (e.g., Technical Support Engineer Technical Account Manager Escalation Manager).

- Someone who thrives in high-stakes, high-pressure environments, able to think on your feet with enterprise customers and internal teams.

- Comfortable driving both technical problem-solving and administrative coordination, without relying on management layers above you.

- A strong communicator who can simplify complex technical problems for executives and customers while maintaining credibility with engineers.

Must-Have Qualifications:

- 9+ years in Technical Support, Tier 3 Escalations, or similar technical roles.

- Proven experience directly managing critical enterprise customer escalations (not indirectly or through subordinates).

- Strong technical understanding of SaaS, cloud infrastructure, storage, networking, or data management technologies.

- Experience performing Root Cause Analysis and leading cross-functional incident response.

- Excellent customer communication and stakeholder management skills, including executive-level interactions.

- Ability to coordinate actions under pressure, managing multiple parallel escalations across teams and time zones.

- Flexible schedule to support U.S. East/West Coast hours when required

Nice-to-Have Skills:

- Familiarity with Salesforce, Confluence, JIRA, or similar case/project management tools.

- Exposure to enterprise file systems, data protection, or cloud storage environments.

- PMP certification or completion of PMI courses preferred (exam completion not required).

- Previous experience in a global escalation or incident management environment.

Why Work at Nasuni Hyderabad?:

Benefits:

As part of our commitment to your well-being and growth, Nasuni offers competitive benefits designed to support every stage of your life and career:

- Competitive compensation programs

- Flexible time off and leave policies

- Comprehensive health and wellness coverage

- Hybrid and flexible work arrangements

- Employee referral and recognition programs

- Professional development and learning support

- Inclusive, collaborative team culture

- Modern office spaces with team events and perks

- Retirement and statutory benefits as per Indian regulations