Senior Technical Product Escalation Manager, Illumio

• Bachelor's degree in Computer Science or a related field
• 5+ years of experience in a technical support, escalation management, or customer-facing role within the cybersecurity industry
• Strong understanding of networking concepts (TCP/IP, firewalls, routing, switching) and security technologies
• Experience with virtualization and cloud platforms (AWS, Azure, GCP)
• Excellent problem-solving and analytical skills with the ability to troubleshoot complex technical issues
• Exceptional communication and interpersonal skills with the ability to build rapport with customers and internal stakeholders
• Proven ability to work independently and as part of a team in a fast-paced environment

Desirable

• Our 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
• You'll play a pivotal role in strategic planning, feature selection, and day-to-day tactical operations
• As a Technical Product Escalation Manager, you will be the critical bridge between our customers and our product development organization
• You will be a champion for our customers, ensuring their critical issues and escalations are addressed with urgency and accuracy
• This role requires a unique blend of technical expertise, customer empathy, and product knowledge to drive successful resolutions and improve the overall customer experience
• Manage and resolve critical customer escalations, acting as a primary point of contact for high-severity issues
• Drive timely and effective communication between customers, support teams, engineering, and product management during escalations
• Develop a deep understanding of Illumio's Zero Trust Segmentation platform, its features, and functionalities
• Analyze escalated issues to identify root causes, patterns, and trends
• Advocate for customer needs by providing feedback to product management and engineering teams to influence product roadmap and improvements
• Collaborate with cross-functional teams to develop and implement solutions, workarounds, and preventive measures
• Contribute to the creation and improvement of escalation processes and knowledge base articles
• Proactively identify and mitigate potential escalations by collaborating with support and engineering teams
• Maintain a strong understanding of the cybersecurity landscape and industry best practices