# Senior Technical Program Manager, Product Escalations

**Company:** [Illumio](https://hotfix.jobs/companies/illumio)
**Location:** Sunnyvale, CA
**Role:** Technical Program Management
**Salary:** $157k – $180k/yr
**Experience:** 7+ years
**Skills:** SaaS, cloud platforms, Technical Program Management, Incident Management, Root Cause Analysis, itil, SRE, Jira, Salesforce, servicenow, pagerduty, Zendesk, Cybersecurity, Executive Communication, Cross-Functional Coordination
**Posted:** 2026-08-06

> Leads enterprise customer escalations across Product, Engineering, Support, Cloud Operations, and leadership, driving resolution, executive communication, root-cause governance, and corrective actions. Requires 7+ years in technical support, incident management, technical account management, customer success engineering, or technical program management.

## Job Description

## Responsibilities

### Own the Escalation Lifecycle
- Act as the central coordinator for escalations entering the Product and Engineering organization.
- Evaluate escalation requests and ensure proper severity classification.
- Route issues to Product, Engineering, Cloud Operations, Security, or Platform teams.
- Maintain ownership, accountability, and visibility throughout the escalation lifecycle.
- Monitor progress and proactively remove blockers.

### Drive Cross-Functional Resolution
- Lead cross-functional meetings focused on critical customer issues.
- Coordinate Support, Customer Success, Product Management, Engineering, SRE, Operations, and Leadership.
- Align teams on mitigation plans, customer commitments, and resolution strategies.
- Escalate unresolved blockers to leadership.

### Manage Executive and Customer Escalations
- Provide structured executive updates for high-priority issues.
- Ensure field teams have timely and accurate customer communications.
- Partner with Customer Success and Support leadership on high-visibility customer situations.
- Represent Product and 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 on long-term improvements and recurrence prevention.

### 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 to improve customer experience and operational efficiency.

## Requirements
- 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.

## Nice-to-Haves
- Experience as an 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.
- Visibility and predictability of Product and Engineering commitments.

## Compensation
- Annual salary range: $157,000–$180,000.

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