Senior Escalation Manager, Product & Eng. Operations

Illumio; San Jose (CA); On-site; USD 120,000 - 165,000; Full time

Job summary

Illumio is seeking a Senior Escalation Manager to own end-to-end customer-facing escalations across Product, Engineering, Cloud Operations, SRE, and Security. You will lead post-incident governance, RCA tracking, and escalation program reporting while partnering with executive teams to drive customer outcomes.

The role requires 7+ years in escalation or related fields, strong SaaS/cloud experience, and exceptional communication with enterprise customers.

Qualifications

• 7+ years of experience in technical support, escalation management, or related fields.
• Experience managing enterprise customer escalations and cross-functional coordination.
• Strong understanding of SaaS, cloud platforms, and enterprise software environments.
• Proven ability to lead cross-functional initiatives without direct authority.
• Exceptional communication and executive presentation skills.

Responsibilities

• Act as the central coordinator for all escalations entering Product & Engineering.
• Route issues to Product, Engineering, Cloud Operations, Security, or Platform teams.
• Lead cross-functional meetings to resolve critical customer issues and communicate progress.
• Provide structured executive updates and manage customer communications during high-priority incidents.
• Own RCA and corrective-action governance to identify and prevent recurrence.

Skills

Technical Support

Escalation Management

Technical Account Management

Incident Management

Customer Success Engineering

Technical Program Management

Tools

Jira

Salesforce

ServiceNow

PagerDuty

Zendesk

Job description

Illumio is seeking a Senior Escalation Manager to own end-to-end customer-facing escalations across Product, Engineering, Cloud Operations, SRE, and Security. You will lead post-incident governance, RCA tracking, and escalation program reporting while partnering with executive teams to drive customer outcomes.

The role requires 7+ years in escalation or related fields, strong SaaS/cloud experience, and exceptional communication with enterprise customers.