As a professional in the field of customer-facing sales and service delivery, you will be working at the forefront of our mission to provide top-notch cybersecurity solutions. This role demands proactivity, efficiency, and an unwavering dedication to constant refinement and customer satisfaction. The Escalation Manager is responsible for leading and managing the resolution of customers' critical issues by forming and leading interdepartmental teams. You will work closely with various functional organizations and business units to resolve complex and critical issues. In this role, you will have the opportunity to drive progress and resolution of customers' critical issues through clear intake, scope, priority, exit criteria, and end-to-end process. This is a strategic, high-visibility role that requires strong leadership and communication skills. As an Escalation Manager, you will engage and lead cross-functional teams in the development and execution of action plans to address critical situations. Your ability to influence and delegate efforts will be crucial in driving successful outcomes for our customers. The Global Incident and Escalation Management team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. The team ensures focused technical leadership, effective coordination and communication, and streamlined decision-making. We are looking for individuals who can demonstrate strong judgment in risk management and problem mitigation. As an Escalation Manager, you will also have the opportunity to develop your skills in project management, program management, and technical skills such as networking and security products. We value innovation and creativity in our employees, and we encourage them to think outside the box and come up with innovative solutions to complex problems.