Escalation Manager – Application Security

The Escalation Manager – Application Security at Black Duck Software, Inc. is a senior role responsible for managing and resolving high-impact, complex issues that exceed standard support processes. This position serves as the central coordination point among customers, support, engineering, product, and leadership teams, ensuring timely resolution of application security-related challenges.

Key responsibilities include taking ownership of critical escalations, driving issues from identification through resolution, and leading incident management activities such as war rooms and executive updates. The role also involves acting as the voice of the customer internally, coordinating efforts across various departments, and providing technical oversight on issues related to SAST, DAST, SCA, and container security tools.

Candidates should have 5–10+ years of experience in escalation management, technical support, incident management, or customer success, particularly within SaaS, enterprise software, or cybersecurity domains. A strong understanding of application security, CI/CD pipelines, APIs, microservices, and cloud platforms is essential. Exceptional communication skills and the ability to handle high-pressure customer interactions are also required.

Black Duck Software offers a competitive compensation package, including salary, benefits, and opportunities for professional growth. The company fosters a collaborative and inclusive work environment, emphasizing continuous learning and innovation.