Escalation Project Manager

Who you are

• We’re 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
• 3+ years across project management or technical program management
• 5+ years in customer-facing technical roles — Support Engineering, Customer Engineering, or Solutions Engineering — in enterprise software (cybersecurity preferred), bringing field perspective to roadmap and process decisions
• Experience owning roadmap or prioritization decisions in a fast-moving product organization
• Proven ability to design and operationalize cross-functional processes involving Support, Engineering, and customer-facing teams
• Strong technical fluency — able to assess whether an issue is a defect, a configuration gap, or a roadmap request
• Excellent stakeholder management; comfortable saying no and explaining why, to internal teams and customer-facing colleagues alike
• Experience with issue-tracking and roadmap tools (Jira, Salesforce, Asana, or similar)
• Experience as a Technical Program Manager or Product Manager in a security or AI-focused product organization is a plus
• A track record of untangling ambiguous ownership between Support, Engineering, and field teams is a plus
• Domain expertise in AI/GenAI security, cybersecurity architecture, or enterprise SaaS platforms is a plus
• Comfort operating as the single point of accountability for process — the person teams go to when no one else knows who owns something — is a plus

What the job involves

• Those who thrive here actively seek out new solutions, experiment thoughtfully, and apply what they learn to drive better, faster, smarter outcomes
• As a Escalation Project Manager (PM), AI Security (Prompt Security), you will be tasked with building and owning the operational process that connects Support, Architects, Sales Engineers, and Product/Engineering so that a product defect never gets stuck in a queue
• You'll serve as the seam between field-reported reality and the product roadmap, owning hard tradeoffs and keeping a cross-functional process running without becoming a bottleneck
• Own roadmap prioritization and ETA decisions for Prompt Security's strategic accounts
• Define and maintain the operational workflow connecting Support, Prompt Solutions Architects, and Product/Engineering, so issues land with the team that can actually solve them
• Triage escalations — determining whether a reported issue is a support case, a product defect, or a roadmap gap — and route or correct misrouted issues accordingly (e.g., a product-engine failure sent to R&D instead of Project Managers)
• Run the cross-functional operating cadence — standing syncs, escalation reviews — between Support, Prompt Solutions Architects, and Product/Engineering leadership
• Represent the voice of the field inside Product/Engineering planning, ensuring key-account pain points are visible in roadmap discussions
• Track and report on open product issues, ETA adherence, and process health across key accounts

Benefits

• Medical, dental, and vision coverage
• Employee assistance program
• Gym reimbursement
• Incentive-based challenges
• Mental health and mindfulness
• Unlimited Time Off
• Grandparent Leave
• Volunteer Time Off
• Paid Sick Time
• Paid Holidays
• 16 weeks Gender-Neutral Parental Leave
• Restricted Stock Unit Program
• Flexible Spending Accounts
• Life Insurance
• Short and Long Term Disability Insurance
• 401K
• Team building activities
• Celebrations and social gatherings
• Community volunteering events
• Global all hands and local town hall events