James Sherwood-Jones

Founded in 2019, Pigment stands out as one of the fastest-growing SaaS companies globally, redefining business planning and performance with our AI-powered platform. We empower organizations across diverse industries, including Consumer Packaged Goods, Retail, and Technology, to seamlessly integrate data, people, and processes, enabling them to plan and adapt rapidly. With a vibrant team of over 500 professionals across North America and Europe, and offices in New York, Toronto, London, Paris, and the Bay Area, Pigment has successfully secured nearly $400 million in funding from leading global venture capitalists. Our recognition as a Visionary in the 2024 Gartner® Magic Quadrant™ for Financial Planning Software underscores our commitment to excellence, as we proudly partner with industry leaders like Unilever, Vinci, Kayak, Siemens, and Coca-Cola. At Pigment, we champion smart risks, celebrate bold ideas, and challenge the status quo—all as a united team. Every team member has the opportunity to make a significant impact and tackle ambitious challenges. Together, we pursue excellence with a collaborative spirit, continuously raising the bar to ensure strong performance and a proactive approach while fostering an environment of humility. If you are passionate about innovation and wish to collaborate with some of the brightest minds in the industry, we would love to hear from you! <a href="https://www.pigment.com/" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgba(0, 0, 0, 0.87);">https://www.pigment.com/</a>

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We’re looking for a hands-on leader to lead Pigment’s Technical Escalation and Incident Management function. You’ll lead a team of engineers responsible for investigating and resolving complex customer issues, managing major production incidents, and continuously improving our processes to strengthen reliability and customer trust.This is a high-impact role that blends technical depth, operational rigor, and leadership. You’ll drive critical customer issue resolution, build scalable escalation practices, and shape how Pigment learns and evolves from every incident. What You’ll DoLead and scale the Technical Escalation function, managing a small team of senior engineers handling L3 technical support.Own incident response: drive coordination, technical depth, and clear communication during high-severity events.Design and refine Pigment’s escalation and incident management processes, playbooks, tooling, and RACI, to ensure clarity and accountability.Partner with Engineering and Product to identify root causes, close the loop on recurring issues, and influence reliability-driven roadmap priorities.Mentor and grow engineers through technical guidance, feedback, and structured post-incident learning.Measure and improve key operational metrics (MTTA, MTTR, recurrence rate, etc.) to continuously elevate our response quality. Who You Are7+ years in technical escalation, incident management, or technical operations programs within SaaS or cloud environments.Experienced team lead or manager with a bias for action and hands-on technical involvement.Strong analytical and problem-solving skills, comfortable diving into code, logs, and infrastructure details.Solid grasp of incident frameworks (ITIL, SRE practices, postmortems, root cause analysis).Excellent communicator who thrives in cross-functional, fast-moving environments.Passionate about reliability, process excellence, and growing people through ownership and accountability.

Technical Escalation Team Lead

Pigment

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