Senior Escalation Program Manager, Product & Engineering

Illumio; Sunnyvale (CA); On-site; USD 150,000 - 190,000; Full time

Job summary

Illumio in Sunnyvale, CA, is seeking a Senior Escalation Manager to own end-to-end customer escalations across Product, Engineering, Cloud Operations, SRE, Security, and Leadership. You will drive triage, routing, and accountability, while partnering with enterprise customers to resolve critical issues.

Ideal candidates bring strong program management, outstanding communication, and the ability to influence product and engineering execution at scale in a fast-paced SaaS environment.

Qualifications

• 7+ years of experience in one or more relevant areas such as escalation management, technical support, incident management, or related roles.

Responsibilities

• Own the escalation lifecycle from intake to resolution, ensuring proper severity and routing.
• Lead cross-functional meetings with product, engineering, cloud operations, security, and leadership to drive timely fixes.
• Provide structured executive updates and customer communications for high-priority issues.
• Oversee RCA programs and corrective actions to prevent recurrence and improve processes.

Skills

Escalation Management

Technical Support

Incident Management

Customer Success Engineering

Technical Program Management

Executive presentation

Tools

Jira

Salesforce

ServiceNow

PagerDuty

Zendesk

Job description

Illumio in Sunnyvale, CA, is seeking a Senior Escalation Manager to own end-to-end customer escalations across Product, Engineering, Cloud Operations, SRE, Security, and Leadership. You will drive triage, routing, and accountability, while partnering with enterprise customers to resolve critical issues.

Ideal candidates bring strong program management, outstanding communication, and the ability to influence product and engineering execution at scale in a fast-paced SaaS environment.