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Cribl logo
Cribl

Cribl, the Data Engine for IT and Security, empowers organizations to transform their data strategy.

Escalation Manager

ManagerManagerFull TimeRemoteLeadTeam 501-1,000Since 2017H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

74 days ago

Salary

$118K - $185K / year

Seniority

Lead

8 yrs expEnglish

Job Description

Escalation Manager

Cribl

• Own and drive the prompt, effective resolution of all escalated customer issues • Coordinate and guide Support Engineers and Customer Centric Engineering (CCE) teams • Demonstrate composure and leadership in high-pressure situations • Maintain proactive, transparent communication and accurate internal/external status reports • Prepare and present comprehensive weekly, monthly, and quarterly reports • Lead post-resolution reviews to identify systemic causes • Act as a strong internal voice for customers

Job Requirements

  • 8+ years of experience in a technical, customer-facing role
  • Proven ability to lead and motivate cross-functional teams
  • Excellent written and verbal communication skills
  • Strong analytical and problem-solving skills
  • Proficiency in collecting, interpreting, and presenting data
  • Solid understanding of modern software products and systems
  • Experience with Salesforce, FireHydrant, Google Workspace, and BI/analytics tools is nice to have

Benefits

  • health, dental, vision, short-term disability, and life insurance
  • paid holidays and paid time off
  • fertility treatment benefit
  • 401(k)
  • equity
  • eligibility for a discretionary company-wide bonus

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