Senior Customer Escalation Manager – Customer Success | Hyderabad, India
(Requires flexibility to work U.S. East and West Coast hours during Customer Escalations; typically between 8:00 a.m. – 6:00 p.m. U.S. 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 world’s 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. Company’s 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 Nasuni’s 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 You’ll DoOwn 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 Nasuni’s 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.
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?
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
To all recruitment agencies: Nasuni does not accept agency resumes. Please do not forward resumes to our job boards, Nasuni employees or any other company location. Nasuni is not responsible for any fees related to unsolicited resumes.
Nasuni is proud to be an equal opportunity employer. We are committed to fostering a diverse, inclusive, and respectful workplace where every team member can thrive. All qualified applicants will receive consideration for employment without regard to race, religion, caste, color, sex, gender identity or expression, sexual orientation, disability, age, national origin, or any other status protected by applicable laws in India or the country of employment. We celebrate individuality and are committed to building a workplace that reflects the diversity of the communities we serve. If you require accommodation during the recruitment process, please let us know.
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