Lead resolution of critical escalations across AWS, Azure, and GCP environments
Serve as the final escalation point for complex, customer-impacting incidents
Coordinate cross-functional teams (engineering, support, product) during outages and service disruptions
Conduct deep technical investigations and root cause analyses across cloud platforms
Develop and maintain escalation protocols, incident runbooks, and postmortem documentation
Communicate incident status and resolution plans to internal and external stakeholders
Identify patterns in escalations and collaborate with engineering to implement preventive measures
Mentor support engineers and contribute to internal knowledge sharing and training initiatives
Influence product and infrastructure roadmaps to improve reliability and customer experience
Required Skills & Experience
8+ years in cloud operations, technical support, or infrastructure engineering
Hands-on experience with AWS, Azure, and GCP (multi-cloud architecture and troubleshooting)
Strong understanding of networking, security, and distributed systems
Proven track record in incident management and escalation handling
Excellent communication and stakeholder management skills
Ability to lead under pressure and drive clarity in ambiguous situations
Bachelor's or Master's in Computer Science, Engineering, or related field
Relevant certifications (e.g., AWS Solutions Architect, Azure Administrator, GCP Professional Cloud Architect) are a plus.
Deliver hands-on technical support for escalations, supporting both internal stakeholders and external customers.
Serve as Escalation Lead, owning complex technical issues through in-depth troubleshooting and cross-team coordination.
Preferred Attributes
Strategic mindset with a bias for action
Passion for operational excellence and customer success
Experience with ITIL, DevOps, and SRE principles
Familiarity with observability tools (e.g., Datadog, Splunk, New Relic, Prometheus)
Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.
Additional Information
About Centric Software:
Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.
Our story is one of rapid growth, bold ideas and extraordinary opportunities. We're here to challenge the status quo-and we're looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.
Centricsoftware · Campbell, CA