Escalation Manager

United StatesRemoteFull Time$118,000–$185,000 /yrPosted 2 months agoVisa sponsorship available

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Role summary

The Escalation Manager will be responsible for ensuring high customer satisfaction by managing and resolving escalated customer issues. This role involves leading support engineers and Customer Centric Engineers, coordinating cross-functional teams, and providing strategic direction for swift resolutions. The manager will also handle crisis management, stakeholder communication, reporting, data analysis, and root cause analysis. A key aspect is acting as a customer advocate, translating feedback for Product and Engineering teams. The position requires strong technical acumen, excellent communication, and problem-solving skills, with a minimum of 8 years of experience in a technical, customer-facing role. On-call duties are expected.

Join the company that’s building the telemetry infrastructure for the AI era. At Cribl, we partner with IT and Security teams at many of the world’s biggest enterprises, including half of the Fortune 100, to bridge the gap between AI ambition and infrastructure reality. As the AI Platform for Telemetry, we give customers the choice, control, and flexibility to manage and analyze telemetry for both humans and agents, so they can build what’s next.

We’re one of the fastest‑growing private companies and a leading player in a massive, fast‑moving market. With a global workforce, we’re remote‑first and grounded in a simple idea: software is a people business. Cribl is the place where curious, collaborative people can do their best work, grow fast, and bring their full selves to the herd.

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.

As An Active Member Of Our Team, You Will…

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.

This position will require stand-by, on-call, or off-hours duties.

If You’ve Got It – We Want It

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

Salary Range ($118,000-185,000)

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

#LI-KJ1#LI-Remote
Bring Your Whole SelfDiversity 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.

Interested in joining the Cribl herd? Learn more about the smartest, funniest, most passionate goats you’ll ever meet at cribl.io/about-us.

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