Temporary Escalations Case Manager
AngiFull Time
Junior (1 to 2 years)
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.
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.
Data streaming solutions for real-time processing
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.