Staff Escalation Manager (Cybersecurity)

TL;DR

Staff Escalation Manager (Cybersecurity): Driving resolution of critical customer issues and leading cross-functional teams to execute action plans with an accent on high-visibility incident management and systemic problem solving. Focus on identifying product or process failures and driving structural changes to prevent recurrence.

Location: Bogota, Colombia

Company

hirify.global is a global cybersecurity company providing an open and native platform that leverages AI and automation to protect organizations from advanced threats.

What you will do

• Own the resolution of critical customer issues, leading geographically dispersed cross-functional teams.
• Communicate issue status and "Path to Green" reports to executive staff and customers.
• Ensure teams adhere to clearly established action plans and deliver within established SLOs.
• Identify systemic issues in products or processes and drive actions to prevent future problems.
• Collaborate with Sales, Customer Support, Product Management, and Engineering in weekly escalation reviews.
• Translate technical complexities into actionable business insights for C-suite stakeholders.

Requirements

• 10+ years of experience in Escalation Management, TAM, or Support Management overseeing strategic accounts.
• Proven ability to influence and mobilize cross-functional teams without direct authority.
• Foundational knowledge of Cloud/SaaS architectures.
• Proficiency using Jira and Salesforce for data-driven reporting.
• Demonstrated success in Root Cause Analysis (RCA) and driving global accountability.
• Strong executive presence for briefing stakeholders during high-pressure outages.

Nice to have

• Certifications in PMP, ITIL 4, MIM, CSAM, or Lean Six Sigma (Green/Black Belt).

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• Retirement plans and paid time off, including paid parental leave.
• Flexible work hours and family-friendly benefits.
• Support for community involvement.
• Inclusive environment promoting diversity and authenticity.