Sr. Product Escalation Manager

What You'll Do

Own the Escalation Lifecycle

• Act as the central coordinator for all escalations entering the Product & Engineering organization.
• Evaluate incoming escalation requests and ensure proper severity classification.
• Route issues to the appropriate Product, Engineering, Cloud Operations, Security, or Platform teams.
• Establish and maintain ownership, accountability, and visibility throughout the escalation lifecycle.
• Monitor escalation progress and proactively remove blockers.

Drive Cross-Functional Resolution

• Lead cross-functional meetings focused on critical customer issues.
• Coordinate activities across Support, Customer Success, Product Management, Engineering, SRE, Operations, and Leadership.
• Drive alignment on mitigation plans, customer commitments, and resolution strategies.
• Escalate unresolved blockers to leadership when needed.

Manage Executive and Customer Escalations

• Provide structured executive updates for high-priority issues.
• Ensure field teams have timely and accurate information to communicate with customers.
• Partner with Customer Success and Support leadership to manage high-visibility customer situations.
• Represent Product & Engineering interests while maintaining customer advocacy.

Own RCA and Corrective Action Governance

• Manage the Root Cause Analysis program for escalated incidents.
• Ensure RCA timelines, reviews, approvals, and customer commitments are met.
• Track corrective and preventative actions through completion.
• Identify recurring issue patterns and systemic risks.
• Partner with engineering leaders to drive long-term improvements and prevent recurrence.

Build Operational Excellence

• Develop escalation metrics, dashboards, and executive reporting.
• Measure escalation trends, aging, response times, SLA adherence, RCA completion, and corrective action closure.
• Establish consistent escalation processes, standards, and governance.
• Drive continuous improvement initiatives that improve customer experience and operational efficiency.

Your Toolkit

Required

• 7+ years of experience in Technical Support, Escalation Management, Technical Account Management, Incident Management, Customer Success Engineering, or Technical Program Management.
• Experience managing enterprise customer escalations.
• Strong understanding of SaaS products, cloud platforms, and enterprise software environments.
• Proven ability to coordinate work across multiple technical organizations.
• Experience leading cross-functional initiatives without direct authority.
• Exceptional communication and executive presentation skills.
• Experience driving Root Cause Analysis programs and post-incident reviews.
• Strong organizational, analytical, and problem-solving skills.
• Ability to thrive in fast-paced, ambiguous, and high-pressure situations.

Preferred

• Previous experience as Escalation Manager, Major Incident Manager, Support Manager, Senior Support Engineer, Technical Account Manager, or Customer Success Engineer.
• Experience working directly with Product Management and Engineering organizations.
• Knowledge of incident management frameworks, ITIL, SRE, or operational excellence practices.
• Experience with Jira, Salesforce, ServiceNow, PagerDuty, Zendesk, or similar systems.
• Experience supporting enterprise cybersecurity, cloud, infrastructure, or SaaS products.

Success Metrics

• Escalation acknowledgment and response SLA attainment.
• Escalation aging and time-to-resolution.
• RCA completion within defined timelines.
• Corrective and preventative action closure rates.
• Reduction in repeat incidents and recurring escalations.
• Executive and stakeholder satisfaction.
• Customer satisfaction during and following escalations.