TL;DR

Senior Escalation Manager (Cybersecurity): Leading and resolving complex, high-stakes customer escalations and critical outages with an accent on executive communication, process improvement, and strengthening customer trust. Focus on incident command, translating issues into business opportunities, and proactively identifying early warning signals.

Location: Tampa, FL, United States

Company

%hirify_global% is a cybersecurity company focused on creating a secure digital world for over 11,000 customers by challenging what's possible and driving extraordinary impact.

What you will do

Manage high-severity customer escalations end-to-end, including action plans and stakeholder alignment.
Lead Multi-Customer Events (MCEs) as incident commander, coordinating cross-functional responses and managing the narrative.
Craft clear, business-context-aware updates for executives and customer sponsors.
Translate escalations into opportunities for expansion, retention, and adoption motions.
Identify and act on early warning signals across tickets, telemetry, and sentiment to intervene proactively.
Improve workflows across Support, Engineering, and Services with measurable impact on resolution times.

Requirements

5+ years in Customer Support, Customer Success, Services, or Operations roles in enterprise B2B software or cybersecurity, with a focus on escalations or incident management.
Strong business acumen and proven ability to manage executive-level communications during high-severity incidents or outages.
Mastery in de-escalation, using empathy, clarity, and credible plans under pressure.
Strong cross-functional leadership and influence skills.
Excellent written and verbal communication, able to distill complex information into succinct, outcome-oriented updates.
Comfort with data and tooling (Salesforce, Jira, Confluence) to drive visibility and accountability.

Nice to have

Project/program management experience (ITIL/PMI/Agile familiarity a plus).

Culture & Benefits

Dynamic and collaborative workplace where new ideas are welcome.
Opportunity to solve some of the toughest challenges in cybersecurity.
Commitment to upholding the highest standards of security and privacy.
Harnessing collective expertise and passion to drive extraordinary impact.

Senior Escalation Manager, Global Support (Cybersecurity)