Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do.

Director, Technical Escalations

DirectorDirectorFull TimeRemoteTeam 1,001-5,000Since 2013H1B SponsorCompany Site LinkedIn

Location

New York + 4 more

Posted

31 days ago

Salary

$135K - $150K / year

10 yrs expEnglishSFDCSQL

Job Description

• Own and lead the company’s most critical technical escalations, particularly those involving executive customers, multi-product complexity, or material revenue risk • Act as the single-threaded escalation owner, accountable from intake through stabilization and formal exit • Translate technical failures into clear business impact, ensuring resolution paths align to customer outcomes and retention goals • Diagnose root cause through close partnership with Support, Engineering, Product, and Solutions leaders • Direct cross-functional escalation teams, clearly defining ownership, expectations, timelines, and success criteria • Lead executive-level internal and external escalation meetings with structured communication and clear decision points • Maintain escalation prioritization, action plans, and executive summaries for leadership visibility • Drive post-escalation reviews to surface systemic issues and reduce repeat failures • Partner with the RDR Program Lead to evolve escalation criteria, operating cadence, and scale readiness

Job Requirements

10+ years of relevant experience leading complex, high-impact technical escalations in a SaaS environment
Strong technical foundation in Salesforce (SFDC) or Microsoft Dynamics
Experience in Support, Solutions Engineering, or technical customer-facing leadership roles
Solid understanding of modern SaaS architectures and current technology trends
Ability to operate independently with minimal oversight and high executive exposure
Working knowledge of SQL, REST APIs, and experience communicating with executive leadership strongly preferred