Were looking for people who are relentlessly curious and committed to continuous learning. AI is reshaping every function across our business, and we enable every team member, regardless of role or level, to build fluency in AI tools and concepts. Those who thrive here actively seek out new solutions, experiment thoughtfully, and apply what they learn to drive better, faster, smarter outcomes.
As a Staff Escalation Manager- Prompt Security, you will be tasked with leading and coordinating complex customer escalations, focusing on resolving complex issues and ensuring our customers receive timely, high-quality technical support as we scale our Generative AI security platform. We are seeking a highly collaborative, approachable, and customer-focused individual who will serve as the primary liaison between Technical Support, Product Management, Engineering, and Customer-facing teams, ensuring that high-impact issues are triaged quickly, prioritized correctly, and driven to resolution with clear and consistent communication.
What will you do?
The bulk of your time will be spent deflecting Jira tickets by providing solutions, KBs, and 1-on-1 training directly to the Support team. You will validate priority, review, and manage Jira tickets before engaging Development.
You will also perform trend analysis to identify top product defects and collaborate with the Documentation, Learning and Development (L&D), and Product Management teams to create and update knowledge. Code review may also be applicable, and suggestions for code improvements shared with engineering and Product Management.
For customer escalations, you will help engage the relevant stakeholders in internal and customer-facing conversations, and may lead those conversations from a technical perspective.
Key Responsibilities:
Develop key contacts and relationships with assigned product PM/Dev leadership.
Drive product supportability with PM/Development.
Share support knowledge through available channels (KB, training, videos etc.).
Trend analysis: Identify and track top impacting issues or product defects.
Manage communication and response to Backline Support (Jira).
Act as SME and be the focal point for assigned products.
Research the code to expedite the investigation.
Resolve Defects when possible.
Quality Assessment for Support Jira tickets.
Prioritize Jiras based on customer and support qualifications.
Work to eliminate duplication.
Deflect Jira tickets (Provide solution whenever possible).
Validate severity.
Maintain clarity and quality.
Prioritize and maintain escalations to Dev.
Create/maintain hot escalation board and review with relevant stakeholders.
Create/Maintain support Defects Kanban.
Communication - oversee response/information requests from Dev.
Requirements: Ideal candidates will have:
5+ years of experience in technical support for SaaS or security products, preferably in enterprise environments
Authoritative and assertive approach
Deep technical knowledge (Products, OS, Cloud, SIEM, Enterprise Security)
Coding and scripting skills
Strong troubleshooting methodology and ability to diagnose complex technical issues systematically
Self-starter mentality with experience building support processes from the ground up
Excellent communication is required to clarify information between Support and Development and manage stakeholder expectations.
Domain expertise in:
- Enterprise SaaS platforms
- Cloud infrastructure
- Information security principles and cybersecurity products
- Container technologies and Kubernetes platforms
- AI/ML concepts (preferred but willing to train)
- Support methodologies and best practices
One of these is nice to have:
- Major cloud platforms (AWS/GCP/Azure)
- Container technologies and Kubernetes (hands-on experience required)
- API testing and troubleshooting
- Networking fundamentals.
This position is open to all candidates.