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Program Manager – Escalations






San Mateo, CA, US


Exabeam delivers next-generation security management technology that enables organizations to protect their most valuable information. The Exabeam Security Management Platform combines unlimited log data collection, advanced behavioral analytics, and automated incident response, all supported by Exabeam’s patented Smart Timelines technology that uses machine learning to track identity and behavior over time. The company’s recent industry accolades include Forbes Cloud 100, Inc. 500, and SC Awards Europe, among many other distinctions.  
Position Overview
Exabeam is seeking a Program Manager to help drive timely resolution of customer escalations to engineering. In this role, you will play an integral part in making a significant positive impact to Exabeam product quality. This is a highly visible role within the organization and you will have the opportunity to work with many cross functional teams (Engineering, Product Management, Customer Success and Documentation).


      • You will be the single point of contact with Exabeam Engineering to manage escalations, involve right engineering resources, and provide consistent and regular updates to the organization.
      •  Partner with the customer success team to define, implement and manage an efficient escalations process.
      •  Ensure that customer escalations are updated in a timely manner by engineers.
      •  Provide daily updates to the executive management on critical customer issues.
      •  Build dashboards and metrics around escalations trend, root cause analysis.
      •  Analyze metrics to suggest corrective measures.
      •   In due time gain sufficient knowledge to troubleshoot and setup customer topologies and configuration in Exabeam Lab, use it to replicate issues and verify bug fixes.
      •  Identify gaps in customer scenarios testing and suggest solutions to improve product quality.


    • Bachelors’ degree in a technical field or equivalent experience.
    • 5+ years of experience in Program Management of a technical product in a customer support situation for an enterprise software product.
    • PMP and SCRUM Master Certification a plus
    • Experience in a software engineering organization – test or development functions.
    • Experience working across cross functional teams within an organization.
    • Experience working with Confluence, Jira, and source code control systems.
    • Knowledge of software release processes, and software development life cycle.
    • You should excel in decision-making, consensus building, and conflict management.
    • Strong sense of urgency, willingness to go above and beyond

Why work at Exabeam?

    • Exabeam is a dynamic environment with top notch team of motivated engineers pushing the envelope on advanced real time security data processing.
    •  Technically challenging and interesting “big data” problem. Opportunity to work with latest technologies in distributed systems, machine learning and high volume data.
    • Well funded with significant market traction.

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