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Sr. Technical Program Manager, Product Escalations

Illumio· Product Management
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HQ - Sunnyvale (Office)$161k - $185kFull-timePosted 2mo ago

About the role

Senior Escalation Manager role owning end-to-end management of customer-facing escalations requiring collaboration across Product, Engineering, Cloud Operations, SRE, Security, and Executive Leadership. Focus on RCA governance, cross-functional resolution, and operational excellence within Illumio’s product and cybersecurity context.

Responsibilities

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

Qualifications

  • 7+ years of experience in one or more of the following: Technical Support, Escalation Management, Technical Account Management, Incident Management, Customer Success Engineering, 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.

Skills

Required:Escalation managementCross-functional stakeholder managementRoot Cause Analysis (RCA)

Benefits

  • Medical, Dental, Vision Coverage
  • Health and Dependent Savings Accounts
  • Life and Disability Programs
  • Paid Parental Leave
  • Voluntary Benefit Programs
  • Company Sponsored Wellness Program
  • Wellness Reimbursement Program
  • Retirement Savings
  • Equity Opportunities
  • Paid time off and Paid Holidays
  • Employee Incentive Program
Last updated Oct 7, 2026. Interested? Apply on the company site.

About Illumio

The Breach Containment Company

Explore Illumio, the world's first breach containment platform. Stop cyber attacks before they spread with cloud detection and microsegmentation.

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