Escalation Manager

The Escalation Manager is a high-impact individual contributor role responsible for leading the end-to-end response to high-severity, business-critical incidents across Forcepoint’s global environments. Operating within a regional model, the Escalation Manager ensures structured triage, cross-functional coordination, and clear stakeholder communication to minimize disruption.

As the single point of accountability during major incidents, the Escalation Manager drives swift resolution, reduces time to resolution (TTR), improves service continuity, and enhances customer satisfaction. The role also identifies patterns to prevent recurrence and continuously strengthens incident response processes.
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* Primary Responsibilities:

** Monitor key metrics (e.g. TTR, FDR, CSAT, NPS) and lead initiatives to improve time to resolution and customer experience.

Contribute to runbooks, readiness drills, and regional incident preparedness planning with other Escalation Managers across regions.
** Requirements:
** Strong knowledge of networking and security (TCP/IP, routing, VPNs, firewalls). Proven collaboration and customer experience improvement skills.
** Preferred

Skills:

** Knowledge of
** cloud security, endpoint protection, and enterprise security frameworks**. Familiarity with scripting languages (Python, Power Shell) and automation in support environments. Competitive salary, benefits, and career growth opportunities in a dynamic industry. Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working.

Based in Austin, Texas, Forcepoint creates safe, trusted environments for customers and their employees in more than 150 countries.

For over 20 years, we've specialized in making security simple for over 11k customers. Our customers trust our experience, our innovative technologies, and our people. We have over 2.5k employees and every team at Forcepoint, from support to product development to engineering, is dedicated to simplifying security and making it easier to use.

If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!
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