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Illumio is seeking a Senior Technical Program Manager to own end-to-end management of customer-facing escalations requiring coordination across Product, Engineering, Cloud Operations, SRE, Security, and Executive Leadership. This role serves as the operational leader for critical customer issues, ensuring effective triage, routing, consistent communication, and resolution. You will own post-incident governance including Root Cause Analysis (RCA) tracking, corrective action management, and escalation program reporting.
Key responsibilities include: acting as the central coordinator for all escalations entering Product & Engineering; evaluating and classifying incoming requests by severity; routing issues to appropriate teams; establishing ownership and accountability throughout the escalation lifecycle; monitoring progress and removing blockers proactively. You will lead cross-functional meetings on critical customer issues, coordinate activities across Support, Customer Success, Product, Engineering, SRE, and Operations, and drive alignment on mitigation plans and resolution strategies.
Additionally, you will provide structured executive updates for high-priority issues, ensure field teams have timely information for customer communication, and partner with Customer Success and Support leadership on high-visibility situations. You will manage the RCA program for escalated incidents, ensure timelines and approvals are met, track corrective actions to completion, identify recurring patterns, and partner with engineering leaders on long-term improvements. Finally, you will develop escalation metrics, dashboards, and executive reporting; measure trends, aging, response times, and SLA adherence; and establish consistent processes and governance.
Required: 7+ years in Technical Support, Escalation Management, Technical Account Management, Incident Management, Customer Success Engineering, or Technical Program Management. Experience managing enterprise customer escalations, understanding SaaS products and cloud platforms, coordinating across technical organizations, leading cross-functional initiatives without direct authority, exceptional communication and presentation skills, driving RCA programs, and thriving in fast-paced, ambiguous, high-pressure situations. The role is based on-site in Sunnyvale, CA, requiring 5 days per week in the headquarters office.
