Senior Escalation Manager for cross-functional product issues
Own end-to-end escalation lifecycle with Product, Engineering, Cloud Ops, SRE, Security
Govern post-incident RCA tracking and corrective action reporting
Partner with executive leadership to communicate status and outcomes
Influence product and engineering execution at scale in a security-focused SaaS environment

🎯 Requirements

7+ years in Technical Support, Escalation Mgmt, or similar
Experience with enterprise escalations in SaaS/cloud environments
Strong communication and executive presentation skills
Knowledge of RCA programs, ITIL/SRE, incident management
Experience with Jira, Salesforce, ServiceNow, PagerDuty, Zendesk
Ability to coordinate across multiple technical orgs without direct authority

🎁 Benefits

Location: Sunnyvale, CA (onsite)
On-site work pattern: 5 days/week
Competitive base salary: USD 157,000 – 180,000 per year
Employer-sponsored benefits and comprehensive compensation package

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