Escalation Manager (Cybersecurity)

Location: USA - Remote - Los Angeles

Salary: $130,000–$145,000 annually

Company

hirify.global provides a cloud identity platform focused on secure digital experiences, cybersecurity, and identity and access management for large enterprises.

What you will do

• Manage customer support case escalations and serve as the primary contact for high-priority incidents.
• Coordinate communications with customers, internal teams, and executive stakeholders during product incidents.
• Lead cross-functional initiatives and action plans to resolve complex issues in high-risk accounts.
• Triage, prioritize, and assign escalations while maintaining ownership through resolution.
• Build customer relationships, restore trust, and communicate status updates and resolution plans.
• Analyse escalation trends, track key metrics, conduct post-mortems, and implement preventive improvements.

Requirements

• 5+ years of experience in an enterprise technical support organization, including at least 2 years managing escalations.
• Experience resolving high-impact customer issues and managing critical incidents, preferably in cybersecurity.
• Exceptional communication skills, including regular communication with executive-level management.
• Understanding of SaaS operations across Product, Engineering, Support, Customer Success, Sales, and Professional Services.
• Strong conflict-management, influence, data-driven decision-making, risk-management, and process-oriented skills.
• Familiarity with Salesforce Service Cloud, Jira, and Slack; on-call participation is required.

Culture & Benefits

• Flexible and collaborative work environment.
• Employee Resource Groups and an inclusive culture focused on individuality.
• Generous paid time off and holiday schedule.
• Parental leave, healthcare options, retirement programs, and education reimbursement.
• Team bonding events, volunteering initiatives, and location-specific commuter support.