Technical Escalation Manager (Cybersecurity)

Location: Raleigh, United States

Company

hirify.global provides a cybersecurity platform for enterprise customers.

What you will do

• Own and manage critical Severity 1 and Severity 2 customer escalations from initiation through resolution.
• Lead incident response calls and war rooms with Support, Engineering, Product, and Customer Success.
• Serve as the primary point of contact for escalated enterprise customers and provide technical status updates.
• Drive resolution through clear ownership, timelines, accountability, and coordination of bug fixes and feature gaps.
• Translate technical issues into business impact for executive stakeholders and support at-risk accounts and renewals.
• Track escalation metrics including time to resolution, SLA performance, and trends.

Requirements

• 8–10+ years of experience in Technical Support, Escalation Management, or Customer Engineering.
• 3+ years managing high-severity escalations in enterprise SaaS or cybersecurity environments.
• Strong understanding of cloud and SaaS architectures, vulnerability management, compliance, web security, and patching.
• Knowledge of networking fundamentals including TCP/IP, DNS, and firewalls.
• Ability to lead under pressure, manage critical incidents, and communicate effectively with stakeholders.
• Ability to work across global teams and time zones.

Culture & Benefits

• Collaborative environment focused on innovation and teamwork.
• Full-time employment.
• Equal opportunity workplace.