Sr. Technical Program Manager, Product Escalations

About the role

This Senior Technical Program Manager role centers on owning the end-to-end lifecycle of customer escalations that demand coordinated action from Product, Engineering, Cloud Operations, SRE, Security, and Executive Leadership. You will act as the central coordinator and operational leader for critical customer issues, ensuring proper triage, effective routing, consistent communication, and timely resolution. The position requires a strong technical support background paired with exceptional program management, communication, and stakeholder management capabilities. You will manage post-incident governance, including Root Cause Analysis tracking and corrective action management, while using data to drive improvements. This role is ideal for someone who has progressed through Technical Support, Escalation Management, Technical Account Management, or Incident Management and seeks to influence product and engineering execution at scale.

Key facts

What you'll do

• Own the Escalation Lifecycle by acting as the central coordinator for all escalations entering the Product & Engineering organization.
• Evaluate incoming escalation requests and ensure proper severity classification to align with customer impact and business risk.
• Route issues to the appropriate Product, Engineering, Cloud Operations, Security, or Platform teams based on expertise and workload.
• Establish and maintain ownership, accountability, and visibility throughout the escalation lifecycle to prevent delays or misalignment.
• Monitor escalation progress and proactively remove blockers that could impede resolution or customer satisfaction.
• Lead cross-functional meetings focused on critical customer issues to align technical teams and stakeholders.
• Coordinate activities across Support, Customer Success, Product Management, Engineering, SRE, Operations, and Leadership to drive cohesion.
• Drive alignment on mitigation plans, customer commitments, and resolution strategies to ensure clear and shared understanding.
• Escalate unresolved blockers to leadership when necessary to secure timely decisions and resource allocation.
• Provide structured executive updates for high-priority issues to maintain transparency and trust with senior stakeholders.
• Ensure field teams have timely and accurate information to communicate with customers and manage expectations effectively.
• Partner with Customer Success and Support leadership to manage high-visibility customer situations and protect relationship health.
• Represent Product & Engineering interests while maintaining customer advocacy to balance technical constraints with business needs.
• Own the Root Cause Analysis program for escalated incidents and oversee RCA timelines, reviews, approvals, and customer commitments.
• Track corrective and preventative actions through completion and identify recurring issue patterns and systemic risks.
• Partner with engineering leaders to drive long-term improvements and prevent recurrence through process and product enhancements.
• Develop escalation metrics, dashboards, and executive reporting to provide clear insight into performance and trends.
• Measure escalation trends, aging, response times, SLA adherence, RCA completion, and corrective action closure to inform decisions.
• Establish consistent escalation processes, standards, and governance to create a reliable and repeatable operational model.
• Drive continuous improvement initiatives that enhance customer experience and operational efficiency across the escalation lifecycle.

Requirements

• 7+ years of experience in one or more of the following: Technical Support, Escalation Management, Technical Account Management, Incident Management, or related operational roles.
• Demonstrated experience owning the end-to-end escalation lifecycle in a complex, multi-product, or multi-cloud environment.
• Strong background in engineering support operations, incident management, or technical program management within enterprise software or SaaS organizations.
• Proven ability to manage high-pressure, high-visibility situations while maintaining composure and clear communication.
• Exceptional written and verbal communication skills with experience crafting executive-level updates and customer-facing messages.
• Demonstrated skill in coordinating cross-functional teams and aligning stakeholders with competing priorities.
• Experience with Root Cause Analysis processes and corrective action tracking in regulated or high-availability environments.
• Proficiency with collaboration and incident management tools used in cloud-native and enterprise SaaS organizations.

Nice to have

• Experience working with cloud-native, microservices, and hybrid multi-cloud architectures.
• Familiarity with security, network, or infrastructure operations in large-scale distributed environments.
• Knowledge of Zero Trust segmentation concepts and how they apply to enterprise breach containment.
• Experience building and improving operational metrics, dashboards, and reporting for executive stakeholders.

Practical notes

This role requires on-site presence at the headquarters in Sunnyvale, California, with a requirement of 5 on-site days per week. The position is full-time and eligible for standard benefits as applicable under company policies. No specific compensation details are provided in the source material. No visa sponsorship, travel, or deadline information is included in the source material.