Sr. Technical Product Escalation Manager

Location: Onsite, Sunnyvale, California (5 days a week in the office)Onwards Together!

Illumio, the pioneer and market leader of Zero Trust segmentation, prevents breaches from becoming cyber disasters. Illumio protects critical applications and valuable digital assets with proven segmentation technology purpose-built for the Zero Trust security model. Illumio ransomware mitigation and segmentation solutions see risk, isolate attacks, and secure data across cloud-native apps, hybrid and multi-clouds, data centers, and endpoints, enabling the world’s leading organizations to strengthen their cyber resiliency and reduce risk.  

Illuminate the future with Illumio and join a team that’s passionate about developing cutting-edge security solutions that protect the world's most critical assets. 

Our Team's Vision:

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. 

Bring your visionary instincts to every stage of the product lifecycle—from conception and definition to development, release, and post-release activities. You'll play a pivotal role in strategic planning, feature selection, and day-to-day tactical operations. Together, our dynamic team propels the roadmap forward as we strive to make the digital world a safer place. 

Your Impact: 

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. 

Your Toolkit:

• 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. 

Plus Factors:

• Experience with Zero Trust security principles and implementation. Strong understanding of security and networking technologies in public clouds and in data centers 

• Familiarity with Illumio's Zero Trust Segmentation platform. 

• Industry certifications (e.g., CISSP, CCNP Security). 

• Experience with segmentation, endpoint detection and response (EDR), Zero Trust Network Access (ZTNA) and other cybersecurity technologies, and machine learning methods and AI 

• Knowledge of micro services, distributed computing, containers, K8s, etc 

• Ability to influence technical discussions with engineering, architects and other PMs. 

• Ability to communicate complex concepts clearly and simply to internal and external stakeholders. 

• Experience in engineering or systems engineering 

Compensation:

$ 192,000 USD - $ 230,000 USD

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws. 

At Illumio we offer a wide range of benefits to our eligible team members. Our benefit programs vary by location and can include 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. #LI-KD1 #LI-ONSITE

Our Commitment: 

Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions drives our success and makes us stronger together. We are dedicated to creating and maintaining a diverse culture and emphasizing inclusion and belonging.