Job Description
📋 Description 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
