Escalation Manager – Application Security
Overview
Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.
The Escalation Manager is a senior, customer-critical role responsible for owning and resolving high-impact, complex issues that fall outside standard support processes. This role acts as the central point of coordination between customers, support, engineering, product, and leadership teams.
In an application security context, the Escalation Manager ensures timely resolution of issues related to vulnerability detection, scanning, CI/CD integrations, and security workflows - while maintaining customer trust, minimizing business impact, and driving systemic improvements across the organization.
Requirements
Incident Ownership & Crisis Management
- Take end-to-end ownership of critical escalations (technical, operational, or security-impacting).
- Drive issues from identification through resolution, ensuring accountability across teams.
- Establish urgency, prioritize effectively, and manage multiple concurrent escalations.
- Lead incident bridges, war rooms, and executive updates during critical situations.
Customer Advocacy & Stakeholder Management
- Act as the voice of the customer internally, especially for high-value or at-risk accounts.
- Communicate clearly with both technical and executive stakeholders.
- Set expectations, provide transparent updates, and rebuild customer confidence.
- Manage sensitive situations involving SLAs, security concerns, or production outages.
Cross-Functional Leadership
- Coordinate efforts across Support, Engineering, Product Management, DevOps, and Sales.
- Influence teams without direct authority to ensure timely delivery of fixes and workarounds.
- Align internal priorities with customer impact and business risk.
Technical Oversight (Application Security Focus)
- SAST, DAST, SCA, and Container Security tools
- CI/CD pipeline integrations (e.g., Jenkins, GitHub Actions, GitLab)