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Technical Escalation Manager (Based in San Jose, Costa Rica)

San José, San José, Costa Rica

Armis, the cyber exposure management & security company, protects the entire attack surface and manages an organization’s cyber risk exposure in real time. In a rapidly evolving, perimeter-less world, Armis ensures that organizations continuously see, protect and manage all critical assets - from the ground to the cloud. Armis secures Fortune 100, 200 and 500 companies as well as national governments, state and local entities to help keep critical infrastructure, economies and society stay safe and secure 24/7.

Armis is a privately held company headquartered in California.

At Armis, the Technical Support Team plays a critical role in empowering customers to use our platform successfully. We work cross-functionally with Engineering, Product, Customer Success, Operations, and Sales to ensure smooth onboarding, issue resolution, and long-term customer satisfaction. Our mission is to deliver world-class support through innovation, collaboration, and accountability.

The Opportunity 

We are building a new global Escalation Management function, and you will be one of the first hires shaping this program from the ground up. This role is ideal for a proactive, resourceful, and experienced escalation leader who thrives in complex cross-functional environments and enjoys solving high-impact customer challenges.

You’ll be responsible for leading 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 our Critical Accounts Program and Critical Case Process, 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.

What We Expect

  • 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
  • Fluency in Spanish or Portuguese
  • Familiarity with Critical Accounts tracking frameworks or incident command systems

Why Join Now?

This is a unique opportunity to be part of a founding team, reporting directly into senior leadership, and influencing the way Armis handles escalations across its most strategic accounts. You’ll gain visibility at the highest levels, help protect customer trust, and shape a scalable function that’s critical to Armis’ long-term success.

Salary range guidance for this position is: $40,000-$52,000 USD

The salary range listed does not include other forms of compensation or benefits (e.g. i.e. stipend for transit/parking, bonuses, commissions, stocks, health insurance benefits, etc.) offered to candidates. Visit our careers site for more information on benefits at Armis.

The choices you make in your career journey matter. You want to do interesting work in an important field while also having time to live your life, which is why we place so much value in your life-work balance. Armis sets you up for success with comprehensive health benefits, discretionary time off, paid holidays including monthly me days, and a highly inclusive and diverse workplace. Put your unique experiences and perspective to work in an environment where they will enable you to thrive, grow, and live your life with integrity.

Armis is proud to be an equal opportunity employer. We never discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected (or not) status. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization.

Please click here to review our privacy practices.

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