[Remote] Escalation Manager at Confluent

United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Data Streaming, Cloud Computing, Enterprise SoftwareIndustries

Requirements

Candidates should have at least 2 years of experience in Escalation Management, Product Support, Incident Response, or other customer-facing roles. Strong written and verbal communication skills, experience coordinating and facilitating complex problem resolution, and the ability to understand complex technical products at a high level are required. Excellent collaboration skills, a problem-solving mindset, empathy in stressful situations, and comfort in a customer-focused environment are also necessary, along with a basic understanding of Confluent products and related technologies.

Responsibilities

The Escalation Manager will support customers through escalation and incident management processes, impacting resolution time and customer satisfaction. This involves quickly understanding customer escalations, coordinating cross-functional teams, acquiring technical status and next steps, identifying and tracking action items, and summarizing problems, business impact, and technical efforts. The role requires ensuring the customer's voice is heard, setting correct expectations, driving resolution through effective communication, providing regular status updates, executing seamless regional transfers, and ensuring adherence to escalation and incident response processes.

Skills

Escalation Management

Incident Management

Customer Support

Technical Support

Cross-functional Team Coordination

Communication

Problem Solving

Customer Advocacy

Status Reporting

Executive Summaries

Confluent

Data streaming solutions for real-time processing

About Confluent

Confluent specializes in data streaming solutions, focusing on helping businesses manage and process real-time data streams. Its main product is built on Apache Kafka, an open-source platform that allows users to create real-time data pipelines and streaming applications. Clients, including large enterprises and financial institutions, utilize Confluent's tools to collect, process, and analyze data streams, which helps them make quicker and more informed decisions. Unlike many competitors, Confluent offers a subscription-based model for its cloud platform, Confluent Cloud, and its on-premises software, Confluent Platform, ensuring a steady revenue stream. The company also provides professional services like training and consulting to assist clients in optimizing their data streaming solutions. Confluent's goal is to be a leader in the data streaming market, enabling organizations to leverage real-time data for improved operational efficiency.

Mountain View, CaliforniaHeadquarters

2014Year Founded

$443.5MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Best Teammates on Planet Earth - Loving your job has a lot to do with the people around you. Luckily at Confluent, you will find some of the most genuine people who make you excited to come to work each day.

Adjustable Working Arrangements - While most of our employees work typical business hours, we encourage everyone to partner with their manager to make a schedule that works best for them and Confluent.

Robust Benefits - Health and wellness is important and Confluent is proud to offer a total benefits program that ranks in the top percentile of companies similar in size to our industry in our established geographies.

Rest and Recharge Days - Personal time off is great but it is even better when your whole team has the day. Each quarter, teams have three recharge days where the entire team logs off and refreshes before coming back to work.

Weekly Lunch Spend - At Confluent, we have a weekly lunch program called “No Pay Thursday.” On Thursdays, lunch is provided by Confluent at local restaurants and grocery stores, taxes may apply for some countries.

Flexible Paid Time Off (PTO) - Confluent employees work really hard to meet the needs of our growing and scaling business. To make sure that we don’t burn out, we encourage everyone to balance their PTO in an adequate way.

Risks

CTO Chad Verbowski's retirement may lead to a temporary leadership vacuum.

WarpStream acquisition may present integration challenges, disrupting operations.

Participation in MongoDB AI Program exposes Confluent to competitive pressures.

Differentiation

Confluent's platform is based on Apache Kafka, a leading open-source data streaming technology.

The company offers a subscription-based model, ensuring steady recurring revenue streams.

Confluent's solutions cater to diverse industries, enhancing real-time data processing capabilities.

Upsides

Increased adoption of Apache Flink complements Confluent's existing Apache Kafka-based solutions.

Integration with MongoDB's AI Applications Program enhances AI-driven data processing capabilities.

The OEM Program launch can drive new partnerships and expand market presence.

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