Escalation Manager • Mid-Level

Who you are

You have a strong background in technical support and escalation management, with experience in coordinating cross-functional teams to resolve customer issues effectively. Your ability to quickly assess situations and communicate clearly with both technical teams and customers sets you apart. You thrive in collaborative environments and are committed to improving customer satisfaction through effective incident management.

You understand the importance of data streaming and how it impacts businesses, allowing you to empathize with customers and provide them with the best possible support. Your proactive approach to identifying potential issues and your attention to detail ensure that escalations are handled efficiently and effectively.

What you'll do

As an Escalation Manager at Confluent, you will be responsible for managing customer escalations related to our cloud and on-prem products. You will quickly review and understand all information related to a customer escalation, coordinating large cross-functional teams via internal and customer-facing calls. Your role will involve acquiring technical status and next steps from various technical teams, identifying open action items, and tracking them until closure.

You will summarize the problem, business impact, technical efforts, and next steps in an executive format, ensuring that all stakeholders are informed and aligned. Your contributions will directly impact resolution times and customer satisfaction, making you a key player in our Global Technical Support organization.

What we offer

At Confluent, we foster a culture of collaboration and continuous improvement. You will have the opportunity to work with a talented team that values diverse perspectives and encourages everyone to lead and grow. We are committed to providing our employees with the tools and resources they need to succeed in their roles, and we offer a flexible remote work environment to support work-life balance.