Staff Escalation Manager

Were looking for people who are relentlessly curious and committed to continuous learning. AI is reshaping every function across our business, and we enable every team member, regardless of role or level, to build fluency in AI tools and concepts. Those who thrive here actively seek out new solutions, experiment thoughtfully, and apply what they learn to drive better, faster, smarter outcomes.
As a Staff Escalation Manager- Prompt Security, you will be tasked with leading and coordinating complex customer escalations, focusing on resolving complex issues and ensuring our customers receive timely, high-quality technical support as we scale our Generative AI security platform. We are seeking a highly collaborative, approachable, and customer-focused individual who will serve as the primary liaison between Technical Support, Product Management, Engineering, and Customer-facing teams, ensuring that high-impact issues are triaged quickly, prioritized correctly, and driven to resolution wit

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Ideal candidates will have:
5+ years of experience in technical support for SaaS or security products, preferably in enterprise environments
Authoritative and assertive approach
Deep technical knowledge (Products, OS, Cloud, SIEM, Enterprise Security)
Coding and scripting skills
Strong troubleshooting methodology and ability to diagnose complex technical issues systematically
Self-starter mentality with experience building support processes from the ground up
Excellent communication is required to clarify information between Support and Development and manage stakeholder expectations.
Domain expertise in:
- Enterprise SaaS platforms
- Cloud infrastructure
- Information security principles and cybersecurity products
- Container technologies and Kubernetes platforms
- AI/ML concepts (preferred but willing to train)
- Support methodologies and best practices
One of these is nice to have:
- Major cloud platforms (AWS/GCP/Azure)