Jobs in the United States

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Added 4 mins ago
Commissioning Manager
Skanska USA
Hillsboro, OR
…proven ability to read and interpret complex MEP designs and technical details; a bachelor’s degree in electrical or mechanical engineering or equivalent experience (including relevant…
Added 13 mins ago
Principal Systems Engineer - FMS
Aerospace
United States
You will report directly to our FMS Sr. Software Engineering Manager, and you will work at our Phoenix, Arizona location on a hybrid work schedule.
Added 16 mins ago
Maintenance Engineer (Engineer 1) - MSS Talent Development Program
Los Alamos National Laboratory
Los Alamos, NM
…problems affecting maintenance programs. Introductory knowledge of Engineering principles and procedures, design guides, and appropriate standards. Ability to understand and interpret…
Added 16 mins ago
Project Leader Middletown RI
Serco
Albuquerque, NM
Oversee and manage the day-to-day operational aspects of ongoing projects and serve as liaison between Program Manager, Customer, and project team
Added 16 mins ago
Cleared Manager, R&D Science and Engineering - Secure Software Solutions Department, Onsite
Sandia National Laboratories
Albuquerque, NM
Sandia National Laboratories is seeking an experienced and innovative leader to manage Secure Software Solutions Department (6614). This role involves leading a team of software development…
Added 16 mins ago
R&D Manager - End-to-End Development, Onsite
Sandia National Laboratories
Albuquerque, NM
The End-to-End System Engineering Department focuses on engineering successful large-complex systems. Its core skillsets encompass requirements definition & development; technical software…
Added 17 mins ago
CH
Behavioral Scientist, Senior
Cayuse Holdings
Santa Fe, NM
- $160,000 to $175,000 USD / year
Exceptional ability to communicate complex data engineering and analytics concepts to a diverse range of stakeholders, including technical teams, senior leadership, and non-technical…
Added 17 mins ago
Field Service Technician
GovCIO
Santa Fe, NM
Installs, operates, maintains, repairs and modifies equipment. Performs a variety of maintenance and technical support on products such as equipment, integrated systems and subsystems, and…
Added 17 mins ago
Technical Account Manager
Red Hat
Santa Fe, NM
The Red Hat services team is looking for an experienced System administrator engineer to join us as a Technical Account Manager. In this role, you will provide adoption guidance,…
Added 17 mins ago
AT
Senior Technical Program Manager
Akamai Technologies, Inc.
Santa Fe, NM
- $119,600 to $215,400 USD / year
As a Senior Technical Program Manager, you will require technical understanding of AI/ML systems, exceptional organizational and program management skills, and proven experience leading…
Added 17 mins ago
Group Product Manager, Privacy
Ford Motor Company
Santa Fe, NM
Launched in 2023, Integrated Services creates and markets new customer experiences by integrating hardware, software and services across Ford Blue, Model e and Ford Pro. These products and…
Added 17 mins ago
Platform Engineer - Remote
SitusAMC
Santa Fe, NM
This highly visible role partners with engineering, DevOps, Agile delivery, security, infrastructure, architecture, compliance, and business stakeholders. The role also leads the Azure…
Added 17 mins ago
Cyber Security Manager - Diego Garcia
Amentum
Santa Fe, NM
Amentum, a global leader in advanced engineering, technical, and professional services serving the US government, allies and critical infrastructure sectors, is seeking an FRCS…
Added 17 mins ago
R&D Manager, SI Threat Evaluations - 5562, Onsite
Sandia National Laboratories
Albuquerque, NM
Sandia National Laboratories is the nation’s premier science and engineering lab for national security and technology innovation, with teams of specialists focused on cutting-edge work in a…
Added 19 mins ago
CO
Public Works Director
City of Kilgore
Kilgore, TX
- $114,664 to $159,768 USD / year
Serves as the principal advisor to the City on Public Works programs and technical issues; provides leadership, direction, and guidance in operational strategies and priorities; coordinates…
Added 24 mins ago
Manager Programs 3
Northrop Grumman
Melbourne
Northrop Grumman’s Aeronautics Systems sector is seeking a Program Manager 3 to serve as the Development Sub-IPT Lead in support of Test and Evaluation. This role will provide integrated…
Added 24 mins ago
Information Systems Engineer Manager 2
Northrop Grumman
Beale AFB
Northrop Grumman Aeronautics Systems has an opening for an Information Systems Engineer Manager 2 to join our team of qualified, diverse individuals within our Aircraft Solutions…
Added 24 mins ago
Manager Electronics Engineering
Northrop Grumman
Baltimore
Minimum 7 years of related engineering experience including responsibility as a program integrated product team lead (IPT Lead) or technical lead
Added 24 mins ago
Manager Programs 2
Northrop Grumman
Melbourne
Northrop Grumman’s Aeronautics Systems sector is seeking a Program Manager 2 to lead supplier integration in support of Test and Evaluation. This role will coordinate the delivery of…
Added 26 mins ago
Group Product Manager, Privacy
Ford Motor Company
Des Moines, IA
Launched in 2023, Integrated Services creates and markets new customer experiences by integrating hardware, software and services across Ford Blue, Model e and Ford Pro. These products and…
Added 26 mins ago
Platform Engineer - Remote
SitusAMC
Des Moines, IA
This highly visible role partners with engineering, DevOps, Agile delivery, security, infrastructure, architecture, compliance, and business stakeholders. The role also leads the Azure…
Added 33 mins ago
Cloud Marketplace Operations Program Manager
NetApp
Morrisville, NC
NetApp is looking for an experienced Cloud Marketplace Operations Program Manager to help operate and scale our business across AWS Marketplace, Microsoft Azure Marketplace, and Google…
Added 33 mins ago
Senior Cost Manager / Quantity Surveyor - Data Center Construction
Turner & Townsend
Remote, United States
Turner & Townsend is seeking an experienced Senior Cost Manager / Quantity Surveyor to support a large-scale, mission-critical data center program as the primary client-facing cost…
Added 34 mins ago
CH
Data Analyst
Cayuse Holdings
Raleigh, NC
- $100,000 to $110,000 USD / year
The Data Engineer/Analyst collaborates with clients, data scientists, and software engineers to develop and optimize data pipelines, ETL processes, and database structures that support IRS…
Added 34 mins ago
Electrical Technician
Gila Bend
…(GED) is preferred but not required; completion of applicable technical or vocational training, including completion of an accredited electrical apprenticeship program; 3-4 years related…

Salesforce, Inc.

Escalation Manager

IL, United States
WA, United States
IN, United States
TX, United States

$94,000 to $177,600 USD / year

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Job details

Pay: $94,000 to $177,600 USD / year
Posting language: English
Posted: Nov 5, 2026

Original job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category Program & Project Management Job Details

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword - it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Role Overview The Escalation Manager acts as incident commander for critical customer issues, engaging the right resources quickly. The role is hands-on and balances authoritative and collaborative modes depending on the situation.

You will build strong relationships with customers and with teams across Salesforce. These include Support for all cloud products, Engineering (Site Reliability, Customer Centric Engineering, Technology Communications, Readiness), CSIRT, Sales, Consulting, QA, Program Management, and Product Management.

The role has an operational focus on prevention. You will learn from cases and incidents and partner with other teams on initiatives that reduce or eliminate customer impact.

Key Responsibilities

Own critical issues and Sev 1s across all clouds, and drive them to resolution with the appropriate teams.
Represent Salesforce on customer bridges and engage customers to drive operational excellence.
Manage incidents to meet targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
Coordinate warm handoffs with other GEO and weekend escalation managers.
Build trusted partnerships with Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership to ensure company-wide alignment.
Lead retrospectives to identify process improvements, and continuously improve service delivery.
Deliver operational reports with qualitative and quantitative analysis of business performance.

Qualifications

Degree or equivalent practical experience. We assess experience from any setting, such as work, military, volunteer, or leadership roles, based on the skills and behaviors this role requires.
7+ years in a technical support environment, handling highly sophisticated issues.
5+ years in support management, critical issue management, and incident response in a high-growth software or hardware technology organization.
Strong cloud and infrastructure technology and delivery experience. Technical literacy is required, and deep knowledge of multi-tenant cloud systems and complex infrastructure is highly desirable.
Experience managing customer concerns across multiple partners, including customers and product teams.
Familiarity with incident management frameworks (ITIL, NIMS, NIST, SANS, etc.).
Understanding of Salesforce product offerings is strongly preferred.

Core Skills & Competencies

Incident command: Leads and prioritizes multiple critical issues at once, remotely and on customer bridges, with a high level of operational urgency.
Executive communication: Exceptional C-level written and verbal skills. You tailor your message to the audience and explain technical issues to engineers and executives alike.
Collaboration and influence: Builds productive relationships across the Critical Incident Center, partner organizations, and matrixed teams. You influence others to lead projects without formal authority.
Project management and rigor: Strong operational discipline, with the ability to lead cross-functional work to results.
Ownership: Self-motivated and takes initiative. You own outcomes, run programs with minimal direction, and escalate obstacles proactively.
Service mindset: Customer-centric and focused on quality of service and continuous improvement.

What We're Looking For

We want someone who balances strategic thinking with operational execution, and who:

Thrives under pressure. You stay composed in fast-paced, high-stakes situations, de-escalate tension, and lead with clarity and authority.
Thinks in root causes. You want to understand why an escalation happened and prevent the next one. You connect individual cases to team and organizational outcomes.
Designs bespoke solutions. You apply creative problem-solving to non-standard situations while preserving trust and relationships.
Builds trust in tough moments. You set clear expectations and communicate with empathy, professionalism, and respect, even when things get hard.
Operates with urgency and autonomy. You make decisions quickly, commit organizational resources when needed, and keep moving through ambiguity and shifting demands.
Orchestrates across teams. You mobilize Engineering, SRE, Product, Support, CSIRT, and Sales around a shared goal, and you mediate conflicting priorities.
Challenges the status quo. You make bold, well-reasoned recommendations and advocate for the customer, while staying open to other viewpoints.
Embraces AI and new technology. You adopt emerging tools to solve problems and work more effectively, and you inspire peers to do the same.

Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what’s possible - for yourself, for AI, and the world.

Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

The typical base salary range for this position is $94,000 - $177,600 annually.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.

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