Senior Product Escalation Manager

Join our team as a Senior Product Escalation Manager, where you will be responsible for managing customer-facing escalations that require engagement from various teams including Product, Engineering, Cloud Operations, SRE, Security, and Executive Leadership. You will act as the central coordinator for all escalations, ensuring effective triage, routing, communication, and resolution. Additionally, you will manage post-incident governance, including Root Cause Analysis tracking and corrective action management. This role requires a strong technical support background, exceptional program management skills, and the ability to effectively partner with engineering teams during high-pressure situations.

• Act as the central coordinator for all escalations entering the Product & Engineering organization, ensuring proper severity classification and routing to appropriate teams.
• Lead cross-functional meetings focused on critical customer issues, driving alignment on mitigation plans, customer commitments, and resolution strategies.
• Manage the Root Cause Analysis program for escalated incidents, ensuring timelines, reviews, approvals, and customer commitments are met.
• This role is ideal for someone who has grown through Technical Support, Escalation Management, Technical Account Management, or Incident Management and wants to influence product and engineering execution at scale
• Technical Account Management
• Ability to thrive in fast-paced, ambiguous, and high-pressure situations
• Technical Support
• Technical Program Management
• Exceptional communication and executive presentation skills
• Strong understanding of SaaS products, cloud platforms, and enterprise software environments
• Proven ability to coordinate work across multiple technical organizations
• Customer Success Engineering
• Experience driving Root Cause Analysis programs and post-incident reviews
• 7+ years of experience in one or more of the following:
• Incident Management
• Escalation Management
• Experience leading cross-functional initiatives without direct authority
• Strong organizational, analytical, and problem-solving skills
• Experience managing enterprise customer escalations
• Previous experience as:
• Escalation Manager
• Major Incident Manager
• Support Manager
• Senior Support Engineer
• Technical Account Manager
• Customer Success Engineer
• Experience working directly with Product Management and Engineering organizations
• Knowledge of incident management frameworks, ITIL, SRE, or operational excellence practices
• Experience with Jira, Salesforce, ServiceNow, PagerDuty, Zendesk, or similar systems
• Experience supporting enterprise cybersecurity, cloud, infrastructure, or SaaS products