Key Facts

Remote From:

Anywhere

Full time

Senior (5-10 years)

130 - 160K yearly

English

Hard Skills

Other Skills

•
Troubleshooting (Problem Solving)
•
Strategic Thinking
•
Decision Making
•
Calmness Under Pressure
•
Communication
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Leadership
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Training And Development
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Teamwork
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Mentorship

Roles & Responsibilities

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
Bachelor's or Master's degree in Computer Science, Engineering, or related field

Requirements:

Lead resolution of critical escalations across AWS, Azure, and GCP environments
Coordinate cross-functional teams during outages and service disruptions
Develop and maintain escalation protocols, incident runbooks, and postmortem documentation
Communicate incident status and resolution plans to internal and external stakeholders

CENTRIC SOFTWARE INC

About CENTRIC SOFTWARE INC

From its headquarters in Silicon Valley, Centric Software® provides an innovative and AI-enabled product concept-to-replenishment platform for retailers, brands and manufacturers of all sizes. Centric delivers best-of-breed solutions to plan, design, develop, source, buy, make, price, allocate, sell and replenish products. - Centric PLM™ the leading PLM solution for consumer goods, optimizes product execution from ideation to development, sourcing and manufacture, realizing up to 50% improvement in productivity. - Centric Planning™ is an innovative, cloud-native, AI solution delivering end-to-end planning capabilities to maximize retail and wholesale business performance resulting in a 110% increase in margin. - Centric Pricing & Inventory™ leverages AI to drive margins and boost revenues by up to 18% via price and inventory optimization from pre-season to in-season to season completion. - Centric Market Intelligence™ is an AI-driven, market insight platform for data-informed decision-making on competitor offers and pricing as well as consumer trends and buying behavior. - Centric Visual Boards™ pivot actionable data in a visual-first orientation to ensure robust, consumer-right assortments and product offers. Centric Software is widely known for its connectivity to dozens of other enterprise systems, including ERP, DAM, PIM, e-com, and more, in addition to creative tools such as Adobe® Illustrator, a host of 3D CAD connectors and sustainability tools, such as Worldy. Centric Software’s market-driven solutions have the highest user adoption rate, customer satisfaction rate and fastest time to value in the industry. Centric Software has received multiple industry awards and recognition appears regularly in world-leading analyst reports and research. Centric Software is a subsidiary of Dassault Systèmes (Euronext Paris: #13065, DSY.PA), the world leader in 3D design software, 3D digital mock-up and PLM solutions. Visit www.centricsoftware.com.

Founded: 2018

Company size: 501 - 1000

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Job description

Job Title: Cloud Services Escalation Lead
Location: Remote – USA or Canada (ET)
Compensation: $130.000 - $160,000 USD (depending on location)

About Centric Software:

Centric Software stands at the forefront of innovation, delivering cutting-edge PLM solutions tailored specifically for the retail, fashion, footwear, luxury, and consumer goods industries. Our enterprise software applications are designed to meet the unique challenges of the fast-moving consumer goods market, empowering businesses to manage, optimize, and execute their critical processes with ease.

From concept to production, our software solutions streamline the journey of bringing products to life. We support our customers in effectively managing materials, sourcing, quality, and pricing, ensuring every step leads to a successful final catalog. With Centric Software, businesses can navigate the complexities of product development with confidence and agility. www.centricsoftware.com

Job Summary

As the Cloud Services Escalation Lead, you will serve as the technical authority and crisis manager for escalated issues across our multi-cloud environment—spanning AWS, Azure, and Google Cloud Platform. You’ll lead the charge in resolving high-impact incidents, coordinating across engineering, support, and product teams to restore service and drive long-term improvements. This role demands deep technical expertise, strategic thinking, and the ability to thrive under pressure while maintaining clear communication with stakeholders at all levels.

Key Responsibilities

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

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)

The US base salary range for this full-time position is $130,000 - $160,000 (depending on location).  Our salary ranges are determined by role, level and location.  The range for each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.  Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience and relevant education or training.  Please note that the compensation details listed reflect the base salary and certain positions may be offered with additional variable incentives.

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.

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.