Job Title: Staff Escalation Manager
Trellix is a general company redefining the future of cybersecurity. Trellix’s comprehensive, open, and native cybersecurity platform helps organizations confront today’s most advanced threats, providing confidence in the protection and resilience of their operations. With an extensive partner ecosystem, Trellix accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security.
Role Overview
We’re looking for a dedicated, curious problem solver to join our Customer Engagement organization as a Critical Escalation Manager. This strategic, high‑visibility role drives the highest level of escalation management for customer issues.
About the role
- Own the resolution of customers’ critical issues.
- Engage and lead cross‑functional, geographically dispersed teams to develop and execute action plans for critical situations.
- Communicate critical issue status to executive staff, working teams and the customer.
- Ensure the cross‑functional team follows clearly established action plans (Who, What, When) and delivers within established SLOs.
- Identify systemic issues related to products and/or processes and drive actions to prevent future problems.
- Maintain and expand a solid understanding of current products and their business applications.
- Participate in weekly escalation review meetings with Sales, Customer Support, Product Management, and Engineering.
- Work closely with customers to understand their pain points and keep them informed of resolution progress.
About you
- Executive Presence: Confidence and clarity to brief C‑suite stakeholders and customers during high‑pressure outages, translating technical complexity into actionable business insights.
- Influence Without Authority: Expert at mobilizing geographically dispersed, cross‑functional teams (Engineering, Product, PS) and holding them accountable to