Critical Situation Manager

Job Summary

Owning the customer-facing response for critical technical situations, the remote Critical Situation Manager will manage escalations, coordinate investigations with technical teams, and communicate effectively with customers to restore confidence in the platform.

Key responsibilities

• Serve as the primary point of contact for high-stakes technical situations, ensuring customer confidence is restored
• Coordinate with R&D and technical teams to investigate customer concerns and translate feedback into actionable requests
• Manage the entire engagement process from investigation through resolution and formal close-out with customers

Required qualifications

• 5-7 years of customer-facing experience in a technical role, such as Technical Account Manager or Support Engineer, with a proven track record in managing escalations
• Technical fluency in detection architecture and investigation tooling relevant to the role
• Experience leading de-escalations for complex customers and assessing appropriate responses to concerns
• Strong understanding of customer lifecycle and escalation management best practices
• Experience in Cybersecurity is required