Director, Escalation Management

Pure Storage

Lehi, Utah

Full Time

Posted May 12, 2026

$134k - $243k

Not Specified

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Job Description

The role involves leading global escalation management strategies to resolve complex customer crises, ensuring operational excellence, and collaborating with cross-functional teams to enhance product reliability and customer trust in a high-tech data storage environment.

Key Responsibilities

Define and lead the global escalation management strategy and framework.
Proactively identify and mitigate risks across the global install base using support signals and telemetry.
Act as the technical liaison to engineering and product teams to prioritize long-term resolution of product defects.
Manage high-stakes communication during critical events, translating technical issues into business impact and action plans.
Mentor and develop a global team of crisis management professionals to foster operational excellence.

Requirements

At least five years of experience in a dedicated leadership or management role specifically focused on handling and resolving high-pressure, critical customer escalations.
A minimum of 5 years of progressive experience within Escalation Management, Customer Success, Technical Support, or Professional Services domains.
Profound technical leadership experience navigating high-pressure enterprise environments such as technical support, customer success, or professional services, with a proven track record of managing global teams through major system incidents or service-impacting events.
Exceptional ability to maintain composure under intense pressure, with the gravitas to de-escalate complex customer crises and the cross-functional influence needed to align senior internal directors across Engineering, Sales, and Product Management.
Comprehensive grasp of modern enterprise infrastructure including cloud services, SaaS environments, and complex storage networks, combined with proficiency in using data visualization tools to transform operational data into actionable service-improvement insights.
Exceptional verbal and written communication skills, with a demonstrated ability to synthesize highly technical concepts into precise, persuasive business logic for both deep engineering teams and non-technical customer executives.
Willingness to work primarily in an in-office environment at either the Lehi, Utah or Raleigh, North Carolina office, in compliance with company policies, unless on PTO, work travel, or other approved leave.