Sr. Technical Product Escalation Manager

No Agency Submissions Accepted.

Location: Onsite, Sunnyvale, California (5 days a week in the office)

Onwards Together!

Illumio, the pioneer and market leader of Zero Trust segmentation, prevents breaches from becoming cyber disasters. Illumio protects critical applications and valuable digital assets with proven segmentation technology purpose-built for the Zero Trust security model. Illumio ransomware mitigation and segmentation solutions see risk, isolate attacks, and secure data across cloud-native apps, hybrid and multi-clouds, data centers, and endpoints, enabling the world’s leading organizations to strengthen their cyber resiliency and reduce risk.  

Illuminate the future with Illumio and join a team that’s passionate about developing cutting-edge security solutions that protect the world's most critical assets. 

Our Team's Vision:

Our Product Management team is driven by a culture that thrives on visionary leadership, autonomy, and ownership, creating a dynamic synergy that drives us forward in the ever-evolving landscape of cybersecurity. We collaborate closely with our Engineering team to tackle real-world challenges our customers face. 

Bring your visionary instincts to every stage of the product lifecycle—from conception and definition to development, release, and post-release activities. You'll play a pivotal role in strategic planning, feature selection, and day-to-day tactical operations. Together, our dynamic team propels the roadmap forward as we strive to make the digital world a safer place. 

Your Impact: 

As a Technical Product Escalation Manager, you will be the critical bridge between our customers and our product development organization. You will be a champion for our customers, ensuring their critical issues and escalations are addressed with urgency and accuracy. This role requires a unique blend of technical expertise, customer empathy, and product knowledge to drive successful resolutions and improve the overall customer experience. 

• Manage and resolve critical customer escalations, acting as a primary point of contact for high-severity issues. 

• Drive timely and effective communication between customers, support teams, engineering, and product management during escalations. 

• Develop a deep understanding of Illumio's Zero Trust Segmentation platform, its features, and functionalities. 

• Analyze escalated issues to identify root causes, patterns, and trends. 

• Advocate for customer needs by providing feedback to product management and engineering teams to influence product roadmap and improvements. 

• Collaborate with cross-functional teams to develop and implement solutions, workarounds, and preventive measures. 

• Contribute to the creation and improvement of escalation processes and knowledge base articles. 

• Proactively identify and mitigate potential escalations by collaborating with support and engineering teams. 

• Maintain a strong understanding of the cybersecurity landscape and industry best practices. 

Your Toolkit:

• Bachelor's degree in Computer Science or a related field. 

• 5+ years of experience in a technical support, escalation management, or customer-facin