Armis Technical Escalation Manager Based San Jose Costa Rica 

Costa Rica, San José 

951477891

You’ll be responsible forleading 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 ourand, 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.

• 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 endpoint security

Bonus Qualities

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