Technical Escalation Manager

At Armis, the Technical Support Team plays a critical role in empowering customers to use our platform successfully. We work cross-functionally with Engineering, Product, Customer Success, Operations, and Sales to ensure smooth onboarding, issue resolution, and long-term customer satisfaction. Our mission is to deliver world-class support through innovation, collaboration, and accountability.

We are building a Global Escalation Management function, and you will be one of the first hires shaping this program from the ground up. This role is ideal for a proactive, resourceful, and experienced escalation leader who thrives in complex cross-functional environments and enjoys solving high-impact customer challenges.

You’ll be responsible for leading critical technical escalations - organizing internal response efforts across Support, R&D, Product, and CS - and ensuring issues are tracked, resolved, and communicated with urgency and clarity.

You will also help shape our Critical Accounts Program and Critical Case Process, developing the structure, workflows, and reporting mechanisms that drive visibility and consistent resolution of high-risk situations.

What You’ll Do

• Lead high-priority technical escalations across global customer accounts, coordinating with Engineering, Product, and Customer Success teams to drive resolution.
• Be the single-threaded owner for escalated accounts and/or issues, managing both internal response and customer communication.
• Launch and manage our Critical Account List, tracking escalations in JIRA and reporting weekly status to senior leadership (e.g., VP of Support, CEO, CTO).
• Triage and prioritize open support cases tied to escalated accounts, ensuring timely closure and alignment with SLAs.
• Conduct post-mortems and assist in Root Cause Analysis (RCA) documentation and follow-ups.
• Create and optimize escalation workflows, standard operating procedures, and cross-functional communication templates.
• Drive continuous improvement by identifying systemic issues and working with stakeholders to reduce escalation triggers.
• Mentor future escalation hires as the team grows and help define a clear career path within the escalation function.
  
  

What We expect

• 3+ years of escalation management experience in a global enterprise environment
• 8+ years of technical support experience with increasing scope, including direct work with Engineering and Product teams
• Strong technical background, ideally including:
• Networking (TCP/IP, Application Layer)
• Linux systems administration
• SaaS infrastructure (Docker, Kubernetes, Cloud services)
• Cross-functional leadership experience - comfort working with VP+ stakeholders across departments
• Project management certification or experience (ITIL, PMP, Lean/Six Sigma a plus)
• Strong written and verbal communication skills in English
• Experience working with tools such as JIRA, Salesforce, Slack, Confluence, etc.
• Cybersecurity industry experience preferred, especially in Network or Application Security
  
  

Bonus Qualities

• Experience working in a fast-paced growth environment
• Familiarity with Critical Accounts tracking frameworks or incident command systems