Sr. Critical Situation Manager (Cybersecurity)

TL;DR

Sr. Critical Situation Manager (Cybersecurity): Leading the resolution of high-severity customer incidents and executive escalations with an accent on cross-functional coordination and communication. Focus on driving root cause analysis, improving service processes, and maximizing customer retention through strategic incident management.

Location: Draper, UT

Salary: $83,600 - $174,900

Company

A global leader in human- and agent-centric cybersecurity protecting data and AI agents across email, cloud, and collaboration tools.

What you will do

• Lead high-severity customer incidents, including major system outages and executive escalations.
• Serve as the primary communication focal point for customers and internal stakeholders during critical situations.
• Coordinate cross-functional teams to drive incidents to resolution and conduct post-mortem analysis.
• Research and generate customer-facing root cause analysis (RCA) documents.
• Drive process improvements across the Services group to enhance customer retention and operational efficiency.
• Participate in a 24x7 on-call support rotation.

Requirements

• Bachelor’s Degree or equivalent experience.
• Minimum of 7 years in customer-facing technology roles with a background in escalation management.
• English: C1+ (Highly proficient written and spoken business English).
• Basic familiarity with Linux command line environments and solid understanding of Database and SaaS applications.
• Working knowledge of Salesforce Service Cloud.
• Ability to maintain professionalism and a calm demeanor in high-pressure, intense situations.

Nice to have

• Familiarity with AI tools for analyzing escalated situations and reporting.
• Project Management experience or PMP certification.
• Knowledge of email privacy, protection, and cloud services.

Culture & Benefits

• Competitive compensation and comprehensive benefits package.
• Flexible work environment including a three-week "Work from Anywhere" option.
• Annual wellness and community outreach days, including two paid Wellbeing Days and two paid Volunteer Days.
• Global collaboration and networking opportunities within a values-driven culture (BRAVE).
• Always-on recognition for individual contributions.