Senior Escalation Manager (Cybersecurity)

Location: On-site at the Sunnyvale office, United States

Salary: $157,000–$180,000 base salary per year

Company

hirify.global develops cybersecurity software for ransomware and breach containment, including a Zero Trust Segmentation platform delivered through scalable SaaS and on-premises solutions.

What you will do

• Own the end-to-end lifecycle of customer-facing escalations entering Product and Engineering.
• Classify severity, route issues to the appropriate technical organizations, establish accountability, and remove blockers.
• Lead cross-functional resolution efforts across Support, Customer Success, Product, Engineering, SRE, Operations, Security, and leadership.
• Manage executive updates, customer commitments, mitigation plans, and high-visibility customer situations.
• Own Root Cause Analysis governance, post-incident reviews, and corrective and preventative action tracking.
• Build escalation metrics, dashboards, reporting, processes, and continuous-improvement initiatives.

Requirements

• 7+ years of experience in Technical Support, Escalation Management, Technical Account Management, Incident Management, Customer Success Engineering, or Technical Program Management.
• Experience managing enterprise customer escalations and coordinating work across multiple technical organizations.
• Strong understanding of SaaS products, cloud platforms, and enterprise software environments.
• Experience leading cross-functional initiatives without direct authority and driving Root Cause Analysis programs.
• Exceptional communication, executive presentation, organizational, analytical, and problem-solving skills.
• Ability to work effectively in fast-paced, ambiguous, and high-pressure situations.

Nice to have

• Experience as an Escalation Manager, Major Incident Manager, Support Manager, Senior Support Engineer, Technical Account Manager, or Customer Success Engineer.
• Experience working directly with Product Management and Engineering organizations.
• Knowledge of ITIL, SRE, incident management frameworks, or operational excellence practices.
• Experience with Jira, Salesforce, ServiceNow, PagerDuty, Zendesk, or similar systems.
• Experience supporting enterprise cybersecurity, cloud, infrastructure, or SaaS products.

Culture & Benefits

• Engineering culture focused on disciplined engineering, ownership, autonomy, and continuous improvement.
• Medical, dental, and vision coverage, plus health and dependent savings accounts.
• Life and disability programs, paid parental leave, paid time off, and paid holidays.
• Retirement savings, equity opportunities, wellness programs, and employee incentive programs.
• Employment is subject to compliance with U.S. export controls for applicable software and technology.