Sr. Technical Program Manager, Product Escalations
$157,000–$180,000 year
On-siteSunnyvale, California, United States
Job Summary
Coordinate all customer-facing escalations entering the Product and Engineering organization, evaluating severity and routing issues to appropriate teams while maintaining ownership throughout the lifecycle. Lead cross-functional meetings to drive alignment on mitigation plans and resolution strategies, providing structured executive updates and ensuring field teams have accurate information for customer communication. Manage the Root Cause Analysis program, tracking corrective actions and identifying recurring patterns to prevent recurrence. Develop escalation metrics and reporting dashboards to monitor SLA adherence, aging, and response times, establishing continuous improvement initiatives to enhance operational efficiency and customer experience.
Required 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
- 5 on-site days a week in Sunnyvale, CA headquarters
Desired Qualifications
- Previous experience as: Escalation Manager, Major Incident Manager, Support Manager, Senior Support Engineer, Technical Account Manager, 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
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