Illumio

Illumio

Sr. Technical Program Manager, Product Escalations

HQ - Sunnyvale (Office) · Senior · Contract

Sponsorship not specifiedDetected 29 days ago
Cloud PlatformsSite Reliability EngineeringProduct ManagementJiraStakeholder ManagementSalesforceAccount ManagementCustomer SuccessCustomer SupportZendeskZero TrustLeadershipCommunicationProblem Solving

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Cap-exempt (no lottery)0
Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70

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Employer immigration record

from this employer's Department of Labor filings

Green-card intent detected

Illumio, Inc. obtained a prevailing wage determination for Software Developers in Sunnyvale, CALIFORNIA on 2026-06-24. No matching green-card filing appears in our data yet. The determination expires in 16 days (2026-09-21), and a green-card filing must follow before then or the employer starts over.+1 more active determination on file

Files H-1B transfers

13 transfer filings in the last year, covering 13 workers. Median labor-condition decision: 7 days. An employer that already files transfers is one that can take over an existing H-1B.

Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.

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About the role

  • Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience.
  • Recognized as a Leader in the Forrester Wave™ for Microsegmentation, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running.

Responsibilities

  • Own the Escalation Lifecycle
  • Establish and maintain ownership, accountability, and visibility throughout the escalation lifecycle.
  • Drive Cross-Functional Resolution
  • Lead cross-functional meetings focused on critical customer issues.
  • Coordinate activities across Support, Customer Success, Product Management, Engineering, SRE, Operations, and Leadership.
  • Drive alignment on mitigation plans, customer commitments, and resolution strategies.
  • Manage Executive and Customer Escalations
  • The Senior Escalation Manager will also own post-incident governance, including Root Cause Analysis (RCA) tracking, corrective action management, and escalation program reporting.
  • The successful candidate combines a strong technical support background with exceptional program management, communication, and stakeholder management skills.
  • This role is ideal for someone who has grown through Technical Support, Escalation Management, Technical Account Management, or Incident Management and wants to influence product and engineering execution at scale.

Requirements

  • Experience working directly with Product Management and Engineering organizations.
  • Knowledge of incident management frameworks, ITIL, SRE, or operational excellence practices.
  • Experience with Jira, Salesforce, ServiceNow, PagerDuty, Zendesk, or similar systems.

Skills

  • ONWARDS TOGETHER!
  • 5 ON-SITE DAYS A WEEK IN SUNNYVALE, CA HEADQUARTERS.

Company info

  • Our Product Management team is driven by a culture that thrives on visionary leadership, autonomy, and ownership, creating a dynamic synergy that drives us forward in the ever-evolving landscape of cybersecurity.
  • We collaborate closely with our Engineering team to tackle real-world challenges our customers face.
  • Bring your visionary instincts to every stage of the product lifecycle-from conception and definition to development, release, and post-release activities.
  • You'll play a pivotal role in strategic planning, feature selection, and day-to-day tactical operations.
  • Together, our dynamic team propels the roadmap forward as we strive to make the digital world a safer place.
  • We are looking for a highly skilled and customer-focused Senior Escalation Manager to own the end-to-end management of customer-facing escalations that require engagement from Product, Engineering, Cloud Operations, SRE, Security, and Executive Leadership.
  • This role serves as the operational leader for critical issues affecting customers, ensuring that escalations are triaged effectively, routed to the appropriate teams, communicated consistently, and driven to resolution.
  • They understand how enterprise customers experience problems, can effectively partner with engineering teams during high-pressure situations, and drive accountability across organizations to achieve customer outcomes.
  • Ensure field teams have timely and accurate information to communicate with customers.
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