Escalation Manager - Confluent

About the role

We are seeking an Escalation Manager to join our Global Technical Support organization at Confluent. This is an individual contributor role within the global Escalation Management team covering the US West PT shift. The position is remote.

Responsibilities

• Quickly review and understand all information related to a customer escalation at a high level.
• Cook large cross-functional teams via internal and customer-facing calls.
• Successfully acquire technical status and next steps from the various technical teams.
• Identify open action items and owners for tracking until closure.
• Summarize the problem, business impact, technical efforts, and next steps in an executive summary format.
• Ensure the customer’s voice is heard throughout the escalation process.
• Advocate for the customer by speaking up where necessary.
• Set correct expectations and drive relief and resolution through effective communication.
• Provide regular status updates for all escalated issues internally and externally.
• Execute a seamless transfer of escalated situations into and out of your region.
• Ensure the collective team adheres to all escalation and incident response processes.

Requirements

• Hands-on experience in Escalation Management, Product Support, Incident Response, or other customer-facing roles.
• Strong written and verbal communication skills.
• Experience coordinating and facilitating the resolution of complex problems.
• Able to understand complex technical products at a high level.
• Excellent collaboration skills and experience.
• You are a problem solver who naturally jumps in to help others.
• Comfortable working in a customer-focused environment.

Qualifications

• Master's Degree Required.

Skills

• Familiarity with IT Service Management.
• Knowledge of IBM Products.

Pay

Commensurate with experience.

Schedule

Monday to Friday during PT business hours. Will require weekend and holiday rotations.