Description
Illumio is hiring a Senior Escalation Manager to own the end-to-end management of enterprise customer escalations involving Product, Engineering, Cloud Operations, Security, SRE, and executive leadership. The role coordinates cross-functional resolution, executive and customer communications, Root Cause Analysis, corrective actions, escalation metrics, and continuous improvement. It requires 7+ years of experience in technical support, escalation management, technical account management, incident management, customer success engineering, or technical program management, along with enterprise escalation, SaaS/cloud, cross-functional coordination, and RCA experience. The position is 5 days per week onsite in Sunnyvale, California.
