Description

In this senior customer-critical role, you will own and resolve high-impact, complex issues outside standard support, acting as the central coordinator between customers, support, engineering, product, and leadership. You'll ensure timely resolution of application security issues, maintain customer trust, and drive systemic improvements.

Responsibilities

• Take end-to-end ownership of critical escalations, driving from identification through resolution.
• Establish urgency, prioritize effectively, and manage multiple concurrent escalations.
• Lead incident bridges, war rooms, and executive updates during critical situations.
• Advocate for customers and manage stakeholder expectations.
• Drive systemic improvements across the organization.