Engineering Escalation Manager (Identity)
Core
Bridge Engineering, Support, Product, Customer Success, and Sales to resolve critical IAM issues and drive operational excellence.
Role type
Senior IC Engineering Escalation Manager
Builds
Escalation processes, feedback loops, and cross-functional alignment for Identity and Access Management (IAM) products.
Domain
Cybersecurity / Identity and Access Management (IAM)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
IAM domain expertise, cross-functional stakeholder alignment, complex technical escalation management, data-driven decision making, operational process improvement, customer advocacy
Preferred skills
Product-minded mindset, continuous improvement track record
Responsibilities
Drive strategic initiatives to improve scalability and efficiency of IAM support; Own and optimize escalation processes for high-impact customer issues; Build feedback loops between customers and engineering to influence product roadmap; Leverage data to identify trends and improve team performance.
Seniority
Senior, hands-on IC