Escalation Manager

Cribl

3d•Remote

About The Position

Cribl does differently. What does that mean? It means we are a serious company that doesn’t take itself too seriously; and we’re looking for people who love to get stuff done, and laugh a bit along the way. We’re growing rapidly - looking for collaborative, curious, and motivated team members who are passionate about putting customers first. As a remote-first company we believe in empowering our employees to do their best work, wherever they are. 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 Customer Centric Engineers team 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.

Requirements

Experience & Education: 8+ years of experience in a technical, customer-facing role (such as Technical Support, Customer Support, or Customer Success), with a demonstrated track record of successfully managing complex escalations and high-impact customer situations.
Leadership: Proven ability to lead and motivate cross-functional teams through challenging situations while fostering a positive, accountable, and collaborative culture. Demonstrated ownership mentality with a strong sense of personal accountability and a “do what’s right” approach to decision-making.
Communication: Excellent written and verbal communication skills, including the ability to synthesize complex technical information and present it clearly to both technical and non-technical audiences, including executives.
Problem-Solving: Strong analytical and problem-solving skills, with the ability to think critically under pressure, make sound decisions with incomplete information, and drive issues to resolution.
Data-Driven Approach: Proficiency in collecting, interpreting, and presenting data to derive meaningful insights that inform process improvements, prioritization, and strategic decision-making.
Technical Acumen: Solid understanding of modern software products and systems, with familiarity in coding concepts, APIs, and distributed architectures. Ability to quickly grasp technical contexts and facilitate effective, bidirectional communication between customers, Support, Engineering, and Product teams.

Nice To Haves

Experience with Salesforce, FireHydrant, Google Workspace, and BI/analytics tools (e.g., Omni or similar).

Responsibilities

Escalation Ownership: Own and drive the prompt, effective resolution of all escalated customer issues, ensuring alignment with customer expectations and business priorities.
Cross-Functional Leadership: Coordinate and guide Support Engineers and Customer Centric Engineering (CCE) teams, providing strategic direction to achieve swift, sustainable solutions. Also align with other teams to refine escalations process, drive efficiency and supportability of product.
Crisis Management: Demonstrate composure and leadership in high-pressure situations by orchestrating internal resources to mitigate customer impact and deliver timely solutions.
Stakeholder Communication & Reporting: Maintain proactive, transparent communication and accurate internal/external status reports (progress, owners, timelines) for all active escalations.
Data Analysis & Insights: Prepare and present comprehensive weekly, monthly, and quarterly reports that highlight key trends, performance indicators, and risks to inform continuous improvement.
Root Cause Analysis (RCA): Lead post-resolution reviews to identify systemic causes and recurring trends, integrating lessons learned into support processes, training, and product documentation.
Customer Advocacy: Act as a strong internal voice for customers, translating recurring issues and feedback into actionable input for Product, Engineering, and Customer Experience teams.