{"id":24636,"url":"https://alion.io/job/illumio-sr-product-escalation-manager","title":"Sr. Product Escalation Manager","company":{"id":4083,"name":"Illumio","domain":"illumio.com","url":"https://alion.io/company/illumio","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sunnyvale, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":161000,"max":185000,"currency":"USD","period":"year","gross":null,"usd_annual":185000},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"PagerDuty","optional":false},{"name":"ServiceNow","optional":false},{"name":"Zero Trust","optional":false}],"status":"live","first_seen_at":"2026-07-28T22:09:37Z","employer_posted_date":"2026-07-28","last_verified_at":"2026-11-03T22:23:11Z","board_verified":true,"closed_at":null,"days_open":98,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":98},"description":"Onwards Together!\nIllumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Powered by the Illumio AI Security Graph, our breach containment platform identifies and contains threats across hybrid multi-cloud environments - stopping the spread of attacks before they become disasters.\nRecognized as a Leader in the Forrester Wave™ for Microsegmentation, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running.\nLocation: 5 on-site days a week in Sunnyvale, CA Headquarters.\nOur Team's Vision:\nOur 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.\nBring 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.\nYour Impact:\nWe are looking for a highly skilled and customer-focused Senior Escalation Manager to own the end-to-end management of customer-facing escalations that require engagement from Product, Engineering, Cloud Operations, SRE, Security, and Executive Leadership.\nThis role serves as the operational leader for critical issues affecting customers, ensuring that escalations are triaged effectively, routed to the appropriate teams, communicated consistently, and driven to resolution. The Senior Escalation Manager will also own post-incident governance, including Root Cause Analysis (RCA) tracking, corrective action management, and escalation program reporting.\nThe successful candidate combines a strong technical support background with exceptional program management, communication, and stakeholder management skills. They understand how enterprise customers experience problems, can effectively partner with engineering teams during high-pressure situations, and drive accountability across organizations to achieve customer outcomes.\nThis role is ideal for someone who has grown through Technical Support, Escalation Management, Technical Account Management, or Incident Management and wants to influence product and engineering execution at scale.\nWhat You'll Do:\nOwn the Escalation Lifecycle\nAct as the central coordinator for all escalations entering the Product & Engineering organization.\n\nEvaluate incoming escalation requests and ensure proper severity classification.\n\nRoute issues to the appropriate Product, Engineering, Cloud Operations, Security, or Platform teams.\n\nEstablish and maintain ownership, accountability, and visibility throughout the escalation lifecycle.\n\nMonitor escalation progress and proactively remove blockers.\n\nDrive Cross-Functional Resolution\nLead cross-functional meetings focused on critical customer issues.\n\nCoordinate activities across Support, Customer Success, Product Management, Engineering, SRE, Operations, and Leadership.\n\nDrive alignment on mitigation plans, customer commitments, and resolution strategies.\n\nEscalate unresolved blockers to leadership when needed.\n\nManage Executive and Customer Escalations\nProvide structured executive updates for high-priority issues.\n\nEnsure field teams have timely and accurate information to communicate with customers.\n\nPartner with Customer Success and Support leadership to manage high-visibility customer situations.\n\nRepresent Product & Engineering interests while maintaining customer advocacy.\n\nOwn RCA and Corrective Action Governance\nManage the Root Cause Analysis program for escalated incidents.\n\nEnsure RCA timelines, reviews, approvals, and customer commitments are met.\n\nTrack corrective and preventative actions through completion.\n\nIdentify recurring issue patterns and systemic risks.\n\nPartner with engineering leaders to drive long-term improvements and prevent recurrence.\n\nBuild Operational Excellence\nDevelop escalation metrics, dashboards, and executive reporting.\n\nMeasure escalation trends, aging, response times, SLA adherence, RCA completion, and corrective action closure.\n\nEstablish consistent escalation processes, standards, and governance.\n\nDrive continuous improvement initiatives that improve customer experience and operational efficiency.\n\nYour Toolkit:\nRequired\n7+ years of experience in one or more of the following:\nTechnical Support\n\nEscalation Management\n\nTechnical Account Management\n\nIncident Management\n\nCustomer Success Engineering\n\nTechnical Program Management\n\nExperience managing enterprise customer escalations.\n\nStrong understanding of SaaS products, cloud platforms, and enterprise software environments.\n\nProven ability to coordinate work across multiple technical organizations.\n\nExperience leading cross-functional initiatives without direct authority.\n\nExceptional communication and executive presentation skills.\n\nExperience driving Root Cause Analysis programs and post-incident reviews.\n\nStrong organizational, analytical, and problem-solving skills.\n\nAbility to thrive in fast-paced, ambiguous, and high-pressure situations.\n\nPreferred\nPrevious experience as:\nEscalation Manager\n\nMajor Incident Manager\n\nSupport Manager\n\nSenior Support Engineer\n\nTechnical Account Manager\n\nCustomer Success Engineer\n\nExperience working directly with Product Management and Engineering organizations.\n\nKnowledge of incident management frameworks, ITIL, SRE, or operational excellence practices.\n\nExperience with Jira, Salesforce, ServiceNow, PagerDuty, Zendesk, or similar systems.\n\nExperience supporting enterprise cybersecurity, cloud, infrastructure, or SaaS products.\nSuccess Metrics\nThe Senior Escalation Manager will be measured on:\nEscalation acknowledgment and response SLA attainment.\n\nEscalation aging and time-to-resolution.\n\nRCA completion within defined timelines.\n\nCorrective and preventative action closure rates.\n\nReduction in repeat incidents and recurring escalations.\n\nExecutive and stakeholder satisfaction.\n\nCustomer satisfaction during and following escalations.\n\nVisibility and predictability of Product & Engineering commitments.\n\nWhat Great Looks Like\nA successful Escalation Manager acts as the \"Product Manager of the Problem.\"\nThey bring clarity to chaotic situations, align multiple teams around customer outcomes, maintain executive visibility, drive ownership across organizations, and ensure every escalation results in meaningful learning and systemic improvement.\nThey are equally comfortable speaking with:\nA Support Engineer investigating a case.\n\nA Director of Engineering managing resources.\n\nA VP reviewing customer impact.\n\nA strategic customer expecting answers and accountability.\n\nAbove all, they ensure that customer-impacting issues receive the focus, urgency, and operational rigor necessary to protect customer trust and accelerate resolution.\nThis position involves access to software/technology that is subject to U.S. export controls. Any job offer made will be contingent upon the applicant’s capacity to serve in compliance with U.S. export controls\n#LI-KD1 #LI-ONSITE\nOur Commitment\nIllumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions creates a culture of belonging, drives our future, and makes us stronger together in support of our customers and their success.\nAll official job offers from our company are extended directly by our recruitment team and will be sent through an official E-Signature document for your review and signature. Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details or social security numbers. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a background check through an authorized third-party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience.\nFor roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Illumio will consider for employment qualified applicants with arrest and conviction records.","description_format":"text","description_chars":8744,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Network Security","Cloud Security","Information Security","Incident Response"],"lifecycle":[{"event":"open","at":"2026-07-28T22:09:37Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 38 · green card filings: 4","filings_12m":38,"filings_prev_12m":35,"green_card_filings_12m":4,"median_offered_wage_usd":168929,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":35,"band":"fade","label":"Fading","p_open":1,"p_active":0.803,"p_room":0.44,"age_days":97,"expected_fill_days":72,"reasons":["conf:2","velocity","win:tail","crowd:"],"computed_at":"2026-11-03T05:54:40Z"},"pay":{"stated_usd_annual":185000,"is_top_pay":true},"html_url":"https://alion.io/job/illumio-sr-product-escalation-manager","json_url":"https://alion.io/job/illumio-sr-product-escalation-manager.json","meta":{"generated_at":"2026-11-03T22:31:32Z","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":1209,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"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":4083},"rest":"https://alion.io/mcp/rest/get_company?id=4083"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fillumio-sr-product-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%2Fillumio-sr-product-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%2Fillumio-sr-product-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/illumio-sr-product-escalation-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fillumio-sr-product-escalation-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":24636}},{"tool":"search_jobs","arguments":{"company":"illumio.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":24636},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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