Remote Technical Support Escalation Manager Job in United States Cribl

Who you are

• 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.
• Demonstrated ability to motivate and lead teams through challenging situations fostering a positive and collaborative atmosphere. Proven ability to hold yourself accountable to commitments.
• 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.
• Excellent written and verbal communication skills including the ability to convey technical concepts to non-technical audiences and executives.
• Strong analytical and problem-solving skills with the ability to think on your feet and make decisions under pressure.
• Genuine passion for customer success and satisfaction with an unwavering commitment to putting the customer first.
• Proficiency in collecting and analyzing data to derive meaningful insights for process improvement and strategic decision-making.
• Ability to adapt to a fast-paced rapidly evolving environment while maintaining a positive attitude.

Desirables

• Business Insights
• Customer Advocacy
• Customer Support
• Escalations Management
• High-Pressure Situations
• Oral
• Support Engineers

What the job involves

• Successfully manage all escalated issues ensuring that they are addressed promptly effectively and in alignment with our customers' expectations.
• 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.
• 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.
• Manage high-pressure situations with composure keeping customers calm while orchestrating internal resources to find solutions.
• Maintain an up-to-date status on all active escalations working with the teams to document progress action items and anticipated timeframes for resolution.
• 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.
• Prepare and present weekly monthly and quarterly escalation status reports including trends insights and recommendations for improvement.
• Serve as the advocate for customers within the organization championing their needs and influencing product enhancements based on recurring issues.
• Collaborate with cross-functional teams to refine and improve escalation management processes ensuring efficiency and effectiveness.