Technical Lead • Lead

Who you are

You have over 7 years of experience in technical escalation, incident management, or technical operations programs within SaaS or cloud environments — you've led teams and are comfortable diving into code, logs, and infrastructure details to resolve complex issues. Your strong analytical and problem-solving skills enable you to tackle high-severity incidents effectively, ensuring clear communication and coordination during critical events.

As an experienced team lead or manager, you have a bias for action and a hands-on approach to technical involvement — you thrive in cross-functional, fast-moving environments and are passionate about reliability and process excellence. You possess a solid grasp of incident frameworks such as ITIL and SRE practices, and you understand the importance of postmortems and root cause analysis in preventing future issues.

You excel in mentoring and growing engineers through technical guidance and structured post-incident learning — your leadership style fosters ownership and accountability within your team. You are committed to continuously improving operational metrics like MTTA, MTTR, and recurrence rates to elevate the quality of incident response.

What you'll do

In this high-impact role, you will lead and scale the Technical Escalation function, managing a small team of senior engineers responsible for L3 technical support. You will own incident response, driving coordination and technical depth during high-severity events while ensuring clear communication with stakeholders. Your responsibilities will include designing and refining Pigment's escalation and incident management processes, playbooks, tooling, and RACI to ensure clarity and accountability.

You will partner with Engineering and Product teams to identify root causes of incidents, close the loop on recurring issues, and influence reliability-driven roadmap priorities. Your role will also involve measuring and improving key operational metrics to continuously enhance the quality of incident response. You will mentor and grow your team, providing technical guidance and feedback to help them develop their skills and advance their careers.

What we offer

At Pigment, you will be part of a dynamic team that values innovation and collaboration. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. You will have the chance to make a significant impact on our incident management processes and contribute to building a culture of reliability and trust with our customers. Join us in shaping the future of our Technical Escalation function and driving excellence in customer support.