Senior Critical Incident & Escalation Lead

Proofpoint; United States; Remote; USD 111,000 - 175,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Wellness and volunteer days

Recognition for contributions

Global collaboration

Job summary

Proofpoint is seeking a Sr. Critical Situation Manager to lead high-severity incidents and manage executive escalations. You will act as the customer advocate, coordinating across Customer Service, Professional Services, Product, and Engineering to drive resolutions.

You will provide timely customer updates, perform post-incident analyses, and drive cross-functional process improvements to enhance retention and outcomes in a high-pressure environment.

Qualifications

• Experience in escalation management for customer-facing technology roles.
• Strong communication with customers, leadership, and senior management.
• Solid understanding of SaaS apps and databases; can liaise with Product/Engineering.
• Bachelor’s Degree or equivalent required.

Responsibilities

• Lead high-severity customer incidents and executive escalations.
• Coordinate cross-functional teams to resolve issues and drive improvements.
• Provide customer-facing updates and internal reporting on incidents.
• Develop post-mortem analyses to capture root causes and prevent recurrence.
• Participate in 24x7 on-call rotation as assigned.

Skills

Escalation management

Executive communication

SaaS knowledge

Linux CLI

Cross-functional teams

English fluency

Project management

Adaptability under pressure

Education

Bachelor’s Degree or equivalent

Tools

Salesforce Service Cloud

Linux command line

AI tools

Job description

Proofpoint is seeking a Sr. Critical Situation Manager to lead high-severity incidents and manage executive escalations. You will act as the customer advocate, coordinating across Customer Service, Professional Services, Product, and Engineering to drive resolutions.

You will provide timely customer updates, perform post-incident analyses, and drive cross-functional process improvements to enhance retention and outcomes in a high-pressure environment.