Staff Escalation Manager

Staff Escalation Manager Location: Colombia, Bogota Job Title: Staff Escalation Manager About Trellix Trellix is a global company redefining the future of cybersecurity. The company’s comprehensive, open, and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at https://trellix.com. Role Overview: We’re looking for a dedicated, curious problem solver to join our Customer Engagement organization as a Critical Escalation Manager! This is a strategic, high-visibility role that drives the highest level of escalation management for customer issues. About the role: Ownership for driving resolution of customer’s critical issues. Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations. Effectively communicate critical issue status to executive staff, working teams and the customer. Ensure the cross-functional team is working off of clearly established action plans (ex. Who, What, When) and delivering 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 abreast of resolution progress. The escalation manager is an individual contributor role that reports to the program leader and works seamlessly with Engineering, Product Management, Customer Support, Professional Services and customer-facing teams to address and prevent critical issues. About you: Executive Presence: You possess the confidence and clarity to brief C-suite stakeholders and customers during high-pressure outages, translating technical complexity into actionable business insights. Influence Without Authority: You are an expert at mobilizing geographically dispersed, cross-functional teams (Engineering, Product, PS) and holding them accountable to rigorous action plans and SLOs. Strategic Problem Solver: You don’t just close tickets; you look for the "why." You have a proven ability to identify systemic patterns in product or process failures and drive the changes necessary to prevent recurrence. Operational Discipline: You thrive in fast-paced environments and are obsessed with execution—ensuring every stakeholder knows the "Who, What, and When" of an action plan. Customer-Centric Negotiator: You can empathize with a "livid" customer while firmly managing expectations regarding roadmaps, timelines, and technical limitations. Preferred, or equivalent professional skills Certifications in: PMP, ITIL 4, MIM, CSAM, CSAM, or Lean Six Sigma (Green/Black Belt) are preferred. 10+ years in high-pressure roles (Escalation Management, TAM, or Support Management) overseeing Tier 1/Strategic accounts. Technical Proficiency: Foundational knowledge of Cloud/SaaS architectures and using Jira/Salesforce for data-driven reporting. Expert Communication: Proven ability to translate technical complexities into "Path to Green" status reports for C-suite executives. Process Leadership: Demonstrated success in Root Cause Analysis (RCA) and driving cross-functional accountability across global Engineering and Product teams. Company Benefits and Perks: We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees. Retirement Plans Medical, Dental and Vision Coverage Paid Time Off Paid Parental Leave Support for Community Involvement We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status. Our Commitment to You: At Trellix, we are committed to creating a safe and trustworthy experience for our customers, employees, and candidates. Please be aware that fraudulent recruiting activity can occur through fake job postings or impersonated communications. Trellix conducts interviews through professional channels only and does not use text messages, instant messaging, or group chats for interviews. We will never request sensitive personal information—such as your date of birth, Social Security number, or national ID number—during the interview process. Trellix also does not require candidates to pay fees, purchase products or services, or process payments of any kind as part of the recruiting or hiring process. And Trellix will never keep any original work authorization documents that we may be required to review during the hiring process.