{"id":605061,"url":"https://alion.io/job/check-point-software-technologies-rd-escalation-manager","title":"R&D Escalation Manager","company":{"id":3524,"name":"Check Point Software Technologies","domain":"checkpoint.com","url":"https://alion.io/company/check-point-software-technologies","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tel Aviv, Israel"],"countries":["IL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AIOps","optional":false},{"name":"Datadog","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"LLM","optional":false},{"name":"PagerDuty","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VPN","optional":false}],"status":"closed","first_seen_at":"2026-07-14T08:56:37Z","employer_posted_date":"2026-07-14","last_verified_at":"2026-10-11T15:12:55Z","board_verified":false,"closed_at":"2026-10-11T15:12:55Z","days_open":89,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":89},"description":"We are looking for an R&D Escalation Manager to join our Harmony SASE R&D group and own the bridge between Customer Support and R&D - making sure our toughest production and customer issues reach the right team and get driven to resolution fast. This role owns the escalation system, not the escalation inbox: it is built for a driver, not a router. This is an individual-contributor role - a matrix lead who drives a cross-functional squad, with no direct reports.\nOwn escalation outcomes end to end - proactively drive every escalated ticket to closure with the owning team (chase R&D, unblock stalls, guarantee SLA coverage), with no orphan issues.\nOwn the definitions, not just the tracking - define and periodically re-baseline escalation SLAs, severity criteria, and quality standards, and decide them independently rather than escalating the decision upward.\nLead ad-hoc task forces for critical and urgent production incidents, and ensure every severe incident produces a real post-mortem with action items that are tracked and actually closed.\nOwn escalation metrics and dashboards, enforce data quality, and use the escalation vantage point to spot recurring patterns and drive systemic fixes with R&D - not per-ticket firefighting.\nScale the escalation function without scaling headcount by making AI and automation the default: AI-assisted triage and routing, AIOps and auto-remediation to bring MTTR down, and continuous elimination of repetitive toil. \nExperience in software development and/or technical support, with genuine ownership of escalation and incident management.\nDemonstrated ability to lead investigations and full root-cause analysis, owning them through to the end.\nBias to independent decision-making - comfortable setting priorities, SLAs, and quality bars without waiting to be handed the answer.\nSystem-level thinking - turns individual incidents into process and product improvements.\nAssertive and driven, comfortable pushing senior developers and managers when tickets stall; proven record leading cross-functional / matrix-managed teams (no direct reports).\nIt would be great if you also have:\nHands-on experience with incident response and troubleshooting in production, ideally in networking / cloud infrastructure environments.\nFamiliarity with observability and monitoring tooling (Datadog, Grafana, PagerDuty).\nComfort using automation and AI tooling to streamline operational work - scripting, agents, AIOps / LLM-based automation.\nUnderstanding of SASE / VPN / network fundamentals.","description_format":"text","description_chars":2527,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Israel","iso":"IL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Threat Intelligence","Information Security"],"lifecycle":[{"event":"open","at":"2026-09-10T17:55:59Z"},{"event":"close","at":"2026-10-11T15:12:55Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/check-point-software-technologies-rd-escalation-manager","json_url":"https://alion.io/job/check-point-software-technologies-rd-escalation-manager.json","meta":{"generated_at":"2026-10-12T15:03:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28850,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3524},"rest":"https://alion.io/mcp/rest/get_company?id=3524"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcheck-point-software-technologies-rd-escalation-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcheck-point-software-technologies-rd-escalation-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcheck-point-software-technologies-rd-escalation-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/check-point-software-technologies-rd-escalation-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcheck-point-software-technologies-rd-escalation-manager"}]}