Critical Situation Manager

About This Opportunity

We are representing a confidential cybersecurity client who is seeking a Critical Situation Manager to join their team. This is a fully remote position open to candidates anywhere in the world.

In this role, you will own customer-facing responses when trust in the platform has been affected by significant efficacy or product concerns. You'll lead coordinated investigations with technical teams, translate complex findings into clear communication, and restore customer confidence through transparency and accountability.

Responsibilities

• Serve as the primary customer-facing owner for high-stakes technical situations requiring confidence restoration
• Assess incoming situations and determine appropriate response levels, from explanations to full cross-functional investigations
• Coordinate with R&D and technical teams to investigate customer-reported concerns, translating feedback into actionable investigation requests
• Translate technical findings into clear, credible communication for customer stakeholders, including executive audiences
• Own the complete engagement arc from investigation through resolution and formal customer close-out
• Set and maintain timeline expectations with customers, ensuring continuous communication throughout engagements
• Track outcomes and findings to identify recurring themes and inform product and process improvements
• Build and drive the Critical Situation Management process and develop playbooks for common scenarios

What We're Looking For

• 5-7 years of customer-facing experience in technical roles such as Technical Account Manager, Sales Engineer, Support Engineer, or similar enterprise SaaS positions
• Proven track record managing escalations with complex, strategic customers
• Technical fluency in security detection architecture and investigation tooling to engage credibly with both technical teams and customers
• Strong judgment in assessing appropriate response levels to customer concerns
• Deep understanding of customer lifecycle, support workflows, and escalation management best practices
• Excellent verbal and written communication skills, including executive-level communication
• Ability to own complex, multi-week engagements through complete resolution
• Strong organizational skills with capacity to prioritize multiple high-stakes issues simultaneously
• Demonstrated ability to build cross-functional trust quickly, including with technical teams
• Empathy-driven, customer-first orientation with bias for action
• Cybersecurity experience is required

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your background and qualifications. If there's a strong match, we will submit your profile to our client for consideration. Please do not attempt to contact the client directly, as all applications must come through our recruiting process to be considered.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to fair and equitable recruiting practices. We welcome applications from all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic.