Technical Escalation Team Lead at Pigment

Paris, Île-de-France, France

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, CloudIndustries

Requirements

7+ 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

Responsibilities

Lead 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

Skills

Key technologies and capabilities for this role

incident managementroot cause analysisSRE practicesITILpostmortemsMTTAMTTRtechnical supportescalation processesplaybooksRACIlogs analysisinfrastructureteam leadershipmentoring

Questions & Answers

Common questions about this position

What experience is required for the Technical Escalation Team Lead role?

Candidates need 7+ years in technical escalation, incident management, or technical operations programs within SaaS or cloud environments, plus experience as a team lead or manager.

What are the key skills needed for this position?

The role requires strong analytical and problem-solving skills for diving into code, logs, and infrastructure, a solid grasp of incident frameworks like ITIL and SRE practices, and excellent communication in cross-functional environments.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for the Technical Escalation Team Lead position?

A strong candidate has a bias for action, hands-on technical involvement, passion for reliability, process excellence, and growing people through ownership and accountability.

Pigment

SaaS platform for financial planning and analysis

About Pigment

Pigment offers a financial planning and analysis platform that simplifies complex financial reporting and forecasting for businesses of all sizes. The platform operates on a software-as-a-service (SaaS) model, where clients subscribe and pay a recurring fee. Pigment's features include connectivity, processing power, and collaboration tools, which enhance the user experience and differentiate it from other financial planning tools. Users can create detailed financial models covering various aspects like human resources, revenue, expenses, and cash flow, which traditional spreadsheets often cannot handle effectively. By automating these processes, Pigment enables businesses to save time and focus on analyzing their financial data to drive value.

Paris, FranceHeadquarters

2019Year Founded

$378.3MTotal Funding

SERIES_DCompany Stage

Enterprise Software, FintechIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Remote Work Options

Paid Vacation

Parental Leave

Performance Bonus

Risks

Increased competition from Anaplan and Adaptive Insights with expanding AI capabilities.

Potential market saturation in North America could lead to pricing pressures.

Challenges in maintaining data security due to stringent Canadian data protection laws.

Differentiation

Pigment offers real-time data visualization for enhanced business decision-making.

The platform integrates AI for predictive analytics and insights in financial planning.

Pigment's user-friendly interface simplifies complex financial reporting and forecasting.

Upsides

Pigment raised $145m in Series D to expand its SaaS product in North America.

Strategic partnership with Deloitte enhances Pigment's credibility in digital finance transformation.

Pigment AI launch aims to deliver faster, smarter business insights for teams.

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