Escalations Manager, Selector AI
$140-170k
Plus the opportunity for a bonus
Office located in Santa Clara, CA
AIOps platform for operational intelligence
Be an early applicant
AIOps platform for operational intelligence
101-200 employees
Be an early applicant
$140-170k
Plus the opportunity for a bonus
Office located in Santa Clara, CA
101-200 employees
Company mission
To help teams understand, troubleshoot, and operate complex infrastructure using AI-native observability and correlation.
Role
Who you are
- 5–10 years of experience in escalation management, incident management, or technical support leadership
- Experience handling enterprise customer escalations in SaaS, networking, cloud, or infrastructure environments
- Proven ability to coordinate cross-functional technical teams during high-pressure incidents
- Strong communication, stakeholder management, and executive reporting skills
- Ability to analyze incidents, identify root causes, and drive process improvements
- Experience working with enterprise customers and complex technical environments is preferred
What the job involves
- Selector is building an operational intelligence platform for digital infrastructure. By adopting an AI/ML-based analytics approach, the platform provides actionable multi-dimensional insights to network, cloud, and application operators
- It enables operations teams to meet their KPIs through seamless collaboration, search-driven conversational user experience, and automated data engineering pipelines
- Our solutions are used by leading Telecoms, Media Providers, Retail, and Professional Sports organizations across the world. Our novel approach and rapidly expanding footprint put us in the unique position for continued growth to become a category leader
- To fuel our growth, we are seeking passionate, high-energy, results-oriented individuals to join our team
- Our mission is to deliver world-class solutions on behalf of the large enterprise. Supported by leading investors, Selector is uniquely positioned to deliver a world-class solution to address large enterprise requirements across the globe
- Selector AI is looking for an Escalations Manager to lead the response to critical customer escalations and ensure rapid, coordinated resolution of high-impact issues
- This role will serve as the central point of coordination during critical incidents, working cross-functionally to drive fast resolution and ensure a strong customer experience
- Own the end-to-end customer escalation management process for critical customer issues
- Lead and coordinate cross-functional response teams including Engineering, Product, Support, and Customer Success
- Facilitate and lead escalation war rooms during high-impact customer incidents
- Provide clear and timely updates to executive stakeholders and leadership during critical events
- Ensure rapid identification and resolution of issues affecting enterprise customers
- Conduct post-incident reviews and drive corrective and preventive actions
- Identify root causes and systemic issues, implementing process improvements to prevent recurrence
- Maintain strong communication with customers and internal teams throughout the escalation lifecycle
Our take
Selector AI is an AIOps solution that provides 360-degree visibility across a company’s complex network, infrastructure and applications. Especially useful for cloud network providers and telecom companies with large, complex and connected customer bases, Selector’s clients include the likes of NBC and Lumen who leverage the technology to mine deep insights from problems across their networks.
Selector’s AI-powered event intelligence platform effectively diagnoses the root cause of network and infrastructure errors. The company’s 2024 Series B round is being used to expand its presence, with new offices across the US, Canada, Europe, Singapore, India and Japan. This indicates the company’s move into an ambitious period of growth after 5 years of developing its product.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Feb 2026
$32m
LATE VC
Nov 2024
$33m
SERIES B
Total funding: $98m
Company benefits
- Participate in Our Success - Selector offers competitive equity packages that allow employees to participate in the company’s success
- Healthcare - Along with comprehensive dental, vision, and health benefits, Selector employees also have optional participation in flexible spending and health savings account programs
- Flexibility - Taking time off keeps our team members fresh and engaged. We offer unlimited PTO in most geographies
- Retirement Benefits - Employees are eligible to participate in the company’s 401K and Roth 401K plans
- Insurance - Selector provides basic life insurance, an optional supplemental Life & AD&D insurance plan, and short and long-term disability benefits
- A Hybrid Work Environment - At Selector, our team members can combine in-office and remote work to meet their unique requirements. We also offer entirely remote positions
Company HQ
Santa Clara, CA
Leadership
Nittin Kumar
(Co-Founder & CTO)Previously VP of Juniper Networks, Senior Software Engineer at Procket Networks and FORE Systems.
Kannan Kothandaraman
(Co-Founder & CEO)Previously VP of Product Line Management at Juniper Networks and Software Engineer at Cisco Systems.
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