Technical Support Escalation Manager

This is a Technical Support Escalation Manager Remote position. Job Summary: As the data engine for IT and Security many of the biggest names in the most demanding industries trust Cribl to solve their most pressing data needs. Ready to do the best work of your career? Join the herd and unlock your opportunity. Why You'll Love This Role: As we continue to expand our customer base, we are seeking a dynamic and customer-centric Escalation Manager to join our Technical Support team. As the Escalation Manager in Technical Support, you will play a pivotal role in ensuring the highest level of customer satisfaction by effectively managing and resolving escalations. You will be the point of contact for all escalated customer issues, working closely with and leading both support engineers and sustaining engineers throughout the lifecycle of an escalation, to drive timely and satisfactory resolutions. Your dedication to a "Customers First" approach and your go-getter attitude will be essential in maintaining our customers' confidence in our products and services. Responsibilities: Management of Escalations: Successfully manage all escalated issues, ensuring that they are addressed promptly, effectively, and in alignment with our customers' expectations. Collaboration and Motivation: Coordinate with support engineers and sustaining engineers, providing clear direction and motivation to ensure collective efforts towards swift issue resolution. Maintain a positive and supportive environment. Customer Communication: Keep customers informed about the progress of their escalated cases, next steps, addressing concerns, and maintaining a high level of customer confidence throughout the resolution process. Crisis Management: Manage high-pressure situations with composure, keeping customers calm while orchestrating internal resources to find solutions. Daily Escalation Status: Maintain an up-to-date status on all active escalations, working with the teams to document progress, action items, and anticipated timeframes for resolution. Resolution Reflection: Analyze completed escalations to identify root causes, trends, and areas for improvement, feeding insights back into the support process, education, and product to prevent future issues. Reporting and Analytics: Prepare and present weekly, monthly, and quarterly escalation status reports, including trends, insights, and recommendations for improvement. Customer Advocacy: Serve as the advocate for customers within the organization, championing their needs and influencing product enhancements based on recurring issues. Process Enhancement: Collaborate with cross-functional teams to refine and improve escalation management processes, ensuring efficiency and effectiveness. Experience & Education: 8 years of experience in a technical customer-facing role, preferably in technical support or customer support, with a proven track record of successfully managing escalations. Skills: Leadership: Demonstrated ability to motivate and lead teams through challenging situations, fostering a positive and collaborative atmosphere. Proven ability to hold yourself accountable to commitments and "Do what's right" mentality. Technical Acumen: Solid understanding of software products and systems, familiar with coding logic and principles. Strong technical acumen and able to facilitate effective communication between customers and technical teams. Communication: Excellent written and verbal communication skills, including the ability to convey technical concepts to non-technical audiences and executives. Problem-Solving: Strong analytical and problem-solving skills, with the ability to think on your feet and make decisions under pressure. Customer-Centric: Genuine passion for customer success and satisfaction, with an unwavering commitment to putting the customer first. Data-Driven: Proficiency in collecting and analyzing data to derive meaningful insights for process improvement and strategic deci ion-making. Adaptability: Ability to adapt to a fast-paced, rapidly evolving environment while maintaining a positive attitude. Salary Range: ($95,300 - $184,200). The salary for this role is dependent on geographic location. The salary offered within the range described will be based on the individual candidate's job-related knowledge, skills, and experience. In addition to a competitive salary, Cribl also offers a generous benefits package which includes health, dental, vision, short-term disability, and life insurance, paid holidays and paid time off, a fertility treatment benefit, 401(k), equity, and eligibility for a discretionary company-wide bonus. Bring Your Whole Self Diversity drives innovation, enables better decisions to support our customers, and inspires change for the better. We're building a culture where differences are valued and welcomed, and we work together to bring out the best in each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.