• Serve as the primary owner of designated politically sensitive customer escalations, regardless of the originating team (Support, Professional Services, Customer Success, Renewals, or Sales) • Validate and prioritize incoming escalation requests to confirm they meet the threshold for ED involvement • Maintain a real-time view of all active escalations, their status, owners, and risk levels • Lead external customer calls with professionalism, empathy, and authority, establishing confidence that the situation is being taken seriously at the highest level • Establish clear, agreed plans of action with the customer, including ownership, milestones, and timelines • Ensure all customer-facing communications are timely, accurate, and appropriately calibrated to the audience (from end-user through to C-suite) • Convene and chair internal escalation calls, requesting the appropriate mix of technical, operational, and leadership resources, up to and including executive leadership, as the situation demands • Recommend and help prioritize troubleshooting and remediation actions, working through and within established processes and procedures • Align cross-functional teams around a single, coherent plan of action, influencing and advocating rather than directing, and ensuring clarity of ownership across each workstream • Own the internal and external communication cadence throughout the lifecycle of an escalation • Provide regular, concise status updates to senior leadership on active escalations, risks, and progress • Produce post-escalation reviews documenting root cause, resolution timeline, lessons learned, and recommended process improvements • Identify patterns across escalations and work with relevant team leaders to address systemic issues upstream • Define, maintain, and continuously improve the escalation management framework, playbooks, and escalation criteria • Act as a culture carrier for customer-centricity and accountability across the organization

• Provide N2 and N3 support for digital applications; • Perform advanced troubleshooting and analysis of critical production incidents; • Develop fixes and support the stabilization of environments; • Handle and manage tickets via ServiceNow; • Participate in and lead war rooms (crisis rooms); • Support deployments, perform technical validations and implement rollback strategies; • Monitor applications, integrations, infrastructure and performance; • Execute root cause analysis (RCA) using logs, metrics and traces; • Work closely with development, architecture, infrastructure teams and vendors; • Ensure the health of the production environment and oversee change requests (GMUDs); • Propose improvements to observability, resilience and operational stability.

• Own customer issues from initial response through resolution, escalating when needed with clear documentation. • Troubleshoot platform and data ingestion issues across cloud and Kubernetes environments. • Support integrations including Filebeat, Fluentd, Fluent Bit, OpenTelemetry, AWS, and Azure services. • Help customers adopt and use Logz.io AI-powered features. • Provide timely, empathetic, and professional customer communication. • Collaborate with Product, Engineering, and Customer Success to improve customer experience. • Contribute to internal knowledge bases and documentation.

• Support end-to-end card payment operations • Act as a key point of contact for clients • Oversee requests and facilitate technical discussions • Ensure compliance, delivery, and incident resolutions