8+ years in cloud operations, technical support, or infrastructure engineering
Hands-on experience with AWS, Azure, and GCP
Strong understanding of networking, security, and distributed systems
Proven track record in incident management
Excellent communication and stakeholder management skills
Responsibilities
Lead resolution of critical escalations across AWS, Azure, and GCP environments
Coordinate cross-functional teams during outages and service disruptions
Conduct deep technical investigations and root cause analyses
Develop and maintain escalation protocols and incident documentation
Identify patterns in escalations and collaborate with engineering for preventive measures
Benefits
Comprehensive support for internal and external stakeholders
Mentoring and training opportunities for professional development
Involvement in shaping product and infrastructure roadmaps
Exposure to diverse cloud environments
Opportunities in a rapidly growing company with forward-thinking goals
Full Job Description
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.
Deliver hands-on technical support for escalations, supporting both internal stakeholders and external customers.
Serve as Escalation Lead, owning complex technical issues through in-depth troubleshooting and cross-team coordination.
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.
About Centric Software
Centric Software is a leading provider of product lifecycle management (PLM) software for fashion, retail, footwear, luxury, outdoor and consumer goods companies. Centric Software provides enterprise solutions to manage the entire product lifecycle, from concept to consumer. Centric Software is headquartered in Silicon Valley and has offices in North America, Europe and Asia.
