Escalations Manager
Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favourite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organisations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organisation. With Confluent, organisations can create a central nervous system to innovate and win in a digital-first world.
We’re looking for self-motivated team members who crave a challenge and feel energised to roll up their sleeves and help realise Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact.
We are seeking an Escalation Manager to join our Global Technical Support team at Confluent. As an Escalation Manager, you will be responsible for supporting customers who use Confluent's cloud and on-premise products through our escalation and incident management processes.
- Quickly review and understand all information related to a customer escalation at a high level.
- Coordinate 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 seamless transfer of an escalated situation into and out of your region.
- Ensure the collective team adheres to all escalation and incident response processes.
- Typical shifts are Monday to Friday during business hours. Will eventually require weekend and holiday rotations.
- Strong written and verbal communication skills.
- Experience coordinating and facilitating the resolution of complex problems.
- Ability to understand complex technical products at a high level.
- Excellent collaboration skills and experience.
- 4+ years experience in a technical support organization, preferably of an enterprise software product.
- Escalation Management experience.
- Technical knowledge of Confluent products and related technologies.
Come As You Are
At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.
Click HERE to review our Candidate Privacy Notice which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees.
#LI-Remote