Critical Situation Manager (Cybersecurity)

TL;DR

Critical Situation Manager (Cybersecurity): Managing the most urgent customer problems and overseeing resolution efforts from identification to post-mortem analysis with an accent on cross-functional coordination and customer advocacy. Focus on conducting root cause analysis, driving organizational process improvements, and maximizing customer retention through high-stakes escalation management.

Location: Sydney, Australia

Company

hirify.global is a global leader in human- and agent-centric cybersecurity, protecting data and AI agents across email, cloud, and collaboration tools for thousands of large enterprises.

What you will do

• Act as the primary escalation point for critical customer situations and oversee all resolution efforts.
• Coordinate with cross-functional teams to drive urgent problems to resolution and provide customer-facing updates.
• Research incident root causes and generate formal cause analysis documentation for customers.
• Lead cross-departmental process improvements to enhance the customer experience and maximize retention.
• Evaluate service level agreement (SLA) violations and provide post-escalation analysis reporting.
• Review technical documentation, training materials, and troubleshooting guides.

Requirements

• Extensive customer service experience with a strong background in escalation management.
• Proven ability to resolve conflicts and take ownership of challenging, high-pressure situations.
• English: C1 proficiency in written and spoken business English required.
• Experience working in Linux command line environments and understanding of Database/SaaS applications.
• Strong knowledge of Salesforce Service Cloud-based systems.
• Bachelor’s Degree or equivalent professional work experience.

Nice to have

• Project Management experience or PMP certification.
• Ability to independently debug complex system environments involving multiple protocols.
• Knowledge of email privacy/protection and cloud services.

Culture & Benefits

• Comprehensive compensation and benefits package.
• Flexible work environment.
• Global collaboration and networking opportunities.
• Annual wellness and community outreach days.
• Inclusive and diverse culture that values "culture-add" and belonging.