Illumio

201-500
37 jobs posted

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Sr. Product Escalation Manager

Added

7 days ago

Location

🇺🇸 Sunnyvale

Type

Full time

Salary

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Related skills

technical support saas jira escalation management incident management

Why Job Hunt? Let AI Run Your Business

Describe it — AI builds, launches & grows it.

📋 Description

Own the escalation lifecycle across Product & Engineering.
Lead cross-functional resolution with Support, CS, Eng, SRE, and Security.
Provide structured executive updates and customer comms.
Own RCA and corrective-action governance post-incident.
Build escalation metrics and exec reporting.
Drive continuous improvements to protect customer trust.

🎯 Requirements

7+ years in Technical Support, Escalation, or Incident Management.
Strong understanding of SaaS, cloud, and enterprise software.
Experience managing enterprise customer escalations.
Excellent cross-functional coordination and executive comms.
Knowledge of ITIL, SRE, or operational excellence practices.
Experience with Jira, Salesforce, ServiceNow, PagerDuty, or Zendesk.

🎁 Benefits

On-site at Sunnyvale HQ, 5 days/week.
Competitive compensation and growth opportunities.

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