Sr. Critical Situation Manager (Cybersecurity)

Location: Utah, United States of America

Salary: Base pay range of $83,600–$131,340 annually for all other cities and states excluding the listed higher-cost markets.

Company

hirify.global provides human- and agent-centric cybersecurity products that protect email, cloud, collaboration tools, data, and AI workflows.

What you will do

• Lead high-severity customer incidents, major system outages, and executive escalations from initial identification through resolution and post-mortem analysis.
• Coordinate internal cross-functional teams and act as the primary communication focal point for customers.
• Provide customer-facing updates, internal reporting, and root cause analysis documentation.
• Drive cross-departmental and Services-wide process improvements to support customer retention.
• Evaluate potential service-level agreement violations and participate in an assigned 24x7 on-call rotation.

Requirements

• Extensive experience in customer-facing technology roles with escalation management experience.
• Proficiency using AI tools to analyze escalated situations and create internal and customer-facing reports.
• Solid understanding of databases and SaaS applications, with basic familiarity with Linux command-line environments.
• Strong communication, influencing, business, and management skills, including the ability to work with customers, users, executives, sales, and peers under pressure.
• Proven ability to coordinate solutions across multiple cross-functional teams and resolve issues and conflicts while taking ownership of challenging situations.
• Working knowledge of Salesforce Service Cloud-based systems.
• Ability to remain calm and professional during high-pressure escalations.
• Fluency in written and spoken English.
• Bachelor’s degree or equivalent.

Nice to have

• Knowledge of email privacy and protection, cloud services, and SaaS.
• Project management experience or PMP certification.

Culture & Benefits

• Full-time position with competitive compensation and comprehensive benefits.
• Flexible work environment, flexible time off, and a well-being program with two paid Wellbeing Days and two paid Volunteer Days annually.
• Three-week Work from Anywhere option.
• Annual wellness and community outreach days, recognition programs, and global collaboration opportunities.
• Variable compensation and/or equity may be available depending on the offer.

Hiring process

• Submit an application with any supporting information.
• Accommodation is available during the application or interview process upon request.