Why This Job is Featured on The SaaS Jobs
This Technical Escalation Team Lead role sits at a core SaaS pressure point: how a product behaves in production when real customers depend on it. By combining L3 technical support with formal incident management, the position connects day to day customer impact with the engineering systems that underpin reliability, making it especially relevant for SaaS companies operating at meaningful scale.
For a long-term SaaS career, the work builds durable operating muscle across incident response, post-incident learning, and measurable service improvement. Ownership of escalation playbooks, tooling, and accountability structures develops a repeatable approach to reducing recurrence and improving MTTA and MTTR, experience that translates across cloud software businesses. The role also creates a direct line into product and engineering prioritisation through root cause analysis and reliability-driven roadmap influence.
This position suits an engineering leader who prefers being close to technical detail while also setting process and coaching others. It will fit someone comfortable coordinating across functions during high-severity events, then translating outcomes into systems, metrics, and habits. It is a strong match for professionals who want their leadership scope to be defined by operational outcomes and customer trust, not only feature delivery.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
We’re looking for a hands-on leader to lead Pigment’s Technical Escalation and Incident Management function. You’ll lead a team of engineers responsible for investigating and resolving complex customer issues, managing major production incidents, and continuously improving our processes to strengthen reliability and customer trust.This is a high-impact role that blends technical depth, operational rigor, and leadership. You’ll drive critical customer issue resolution, build scalable escalation practices, and shape how Pigment learns and evolves from every incident.
What You’ll Do
Lead and scale the Technical Escalation function, managing a small team of senior engineers handling L3 technical support.
Own incident response: drive coordination, technical depth, and clear communication during high-severity events.
Design and refine Pigment’s escalation and incident management processes, playbooks, tooling, and RACI, to ensure clarity and accountability.
Partner with Engineering and Product to identify root causes, close the loop on recurring issues, and influence reliability-driven roadmap priorities.
Mentor and grow engineers through technical guidance, feedback, and structured post-incident learning.
Measure and improve key operational metrics (MTTA, MTTR, recurrence rate, etc.) to continuously elevate our response quality.
Who You Are
7+ years in technical escalation, incident management, or technical operations programs within SaaS or cloud environments.
Experienced team lead or manager with a bias for action and hands-on technical involvement.
Strong analytical and problem-solving skills, comfortable diving into code, logs, and infrastructure details.
Solid grasp of incident frameworks (ITIL, SRE practices, postmortems, root cause analysis).Excellent communicator who thrives in cross-functional, fast-moving environments.
Passionate about reliability, process excellence, and growing people through ownership and accountability.
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