Escalation Manager

1 hour, 6 minutes ago
Full-time
Lead
Project and Program Management
Cribl

Cribl

Cribl provides a unified data management platform specifically designed for IT and security data, enabling users to explore, collect, process, and access their data at scale while offering enhanced control and flexibility in managing their data workflows.

IT Services
251-1K
Founded 2018
$402M raised

Description

  • Own and drive the prompt resolution of escalated customer issues in alignment with customer expectations and business priorities.
  • Coordinate and guide Support Engineers and Customer Centric Engineering teams through the full lifecycle of escalations.
  • Lead cross-functional efforts to refine the escalation process, improve efficiency, and strengthen product supportability.
  • Orchestrate internal resources during high-pressure situations to mitigate customer impact and deliver timely solutions.
  • Maintain proactive, transparent communication and accurate status reporting for active escalations, including progress, owners, and timelines.
  • Prepare and present weekly, monthly, and quarterly reports on trends, performance indicators, and risks.
  • Lead post-resolution root cause analysis to identify systemic issues and recurring trends.
  • Translate customer feedback and recurring issues into actionable input for Product, Engineering, and Customer Experience teams.
  • Participate in stand-by, on-call, or off-hours duties as needed.

Requirements

  • 8+ years of experience in a technical, customer-facing role such as Technical Support, Customer Support, or Customer Success.
  • Demonstrated track record of managing complex escalations and high-impact customer situations.
  • Proven ability to lead and motivate cross-functional teams through challenging situations.
  • Strong ownership mentality and personal accountability with a "do what’s right" approach.
  • Excellent written and verbal communication skills, including the ability to present complex technical information to technical, non-technical, and executive audiences.
  • Strong analytical and problem-solving skills, including the ability to make sound decisions with incomplete information.
  • Proficiency in collecting, interpreting, and presenting data to inform process improvements and strategic decisions.
  • Solid understanding of modern software products and systems, including familiarity with coding concepts, APIs, and distributed architectures.
  • Experience with Salesforce, FireHydrant, Google Workspace, and BI/analytics tools such as Omni or similar is preferred.

Benefits

  • Competitive salary range of $118,000 to $185,000, based on geographic location, knowledge, skills, and experience.
  • Comprehensive health coverage including medical, dental, vision, short-term disability, and life insurance.
  • Paid holidays and paid time off.
  • Fertility treatment benefit.
  • 401(k) retirement plan.
  • Equity eligibility.
  • Eligibility for a discretionary company-wide bonus.
  • Remote-first work environment.

Interested in this position?

Apply directly on the company website

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