Sr. Technical Program Manager, Product Escalations

The role

The Senior Escalation Manager owns the end-to-end management of customer-facing escalations. This person coordinates between Product, Engineering, Cloud Operations, SRE, Security, and Executive Leadership to drive issues to resolution and manage post-incident governance.

What you will do

• Act as the central coordinator for all escalations entering the Product & Engineering organization.
• Evaluate incoming escalation requests and ensure proper severity classification.
• Route issues to the appropriate Product, Engineering, Cloud Operations, Security, or Platform teams.
• Establish and maintain ownership, accountability, and visibility throughout the escalation lifecycle.
• Monitor escalation progress and proactively remove blockers.
• Lead cross-functional meetings focused on critical customer issues.
• Coordinate activities across Support, Customer Success, Product Management, Engineering, SRE, Operations, and Leadership.
• Drive alignment on mitigation plans, customer commitments, and resolution strategies.
• Provide structured executive updates for high-priority issues.
• Manage the Root Cause Analysis program for escalated incidents.

Required qualifications

• 7+ years of experience in one or more of the following: Technical Support, Escalation Management, Technical Account Management, Incident Management, Customer Success Engineering, or Technical Program
• Experience managing enterprise customer escalations.
• Strong understanding of SaaS products, cloud platforms, and enterprise software environments.
• Proven ability to coordinate work across multiple technical organizations.
• Experience leading cross-functional initiatives without direct authority.
• Exceptional communication and executive presentation skills.
• Experience driving Root Cause Analysis programs and post-incident reviews.
• Strong organizational, analytical, and problem-solving skills.
• Ability to thrive in fast-paced, ambiguous, and high-pressure situations.

Nice to have

• Previous experience as: Escalation Manager, Major Incident Manager, Support Manager, Senior Support Engineer, Technical Account Manager, or 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.

Before you apply

• Job offer is contingent upon the applicant's capacity to serve in compliance with U.S. export controls.
• Job offer is contingent upon completing a background check through an authorized third-party vendor.

About the company

Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Their breach containment platform identifies and contains threats across hybrid multi-cloud environments.