Staff Escalation Manager

Job Title: Staff Escalation Manager

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.

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.

Responsibilities

• Ownership for driving resolution of customers’ 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‑funct...