Job Description: Escalation Manager

Salary: $95.1K - $111.8K Location Type: Remote Employment Type: Full-Time

Position Overview

Confluent is seeking an Escalation Manager to join our Global Technical Support organization. This is an individual contributor role within the global Escalation Management team, covering the US West PT shift. The position is remote.

As an Escalation Manager, you will be responsible for supporting customers who use Confluent's cloud and on-prem products through our escalation and incident management processes. Escalation Managers directly impact resolution time, customer satisfaction, and continuous improvement on a daily basis.

About Confluent

We’re not just building better tech. We’re rewriting how data moves and what the world can do with it. With Confluent, data doesn’t sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.

It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.

One Confluent. One Team. One Data Streaming Platform.

Responsibilities

• Quickly review and understand all information related to a customer escalation at a high level.
• Coordinate large cross-functional teams via internal and customer-facing calls.
• Successfully acquire technical status and next steps from the various technical teams.
• Identify open action items and owners for tracking until closure.
• Summarize the problem, business impact, technical efforts, and next steps in an executive summary format.
• Ensure the customer’s voice is heard throughout the escalation process. Advocate for the customer by speaking up where necessary.
• Set correct expectations and drive relief and resolution through effective communication.
• Provide regular status updates for all escalated issues internally and externally.
• Execute a seamless transfer of escalated situations into and out of your region.
• Ensure the collective team adheres to all escalation and incident response processes.

Note: Shifts are Monday to Friday during PT business hours. Will require weekend and holiday rotations.

Requirements

• 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 the resolution of complex problems.
• Ability to understand complex technical products at a high level.
• Excellent collaboration skills and experience.
• You are a problem solver who naturally jumps in to help others.
• You handle stressful problems with empathy and a steady response.
• Comfortable working in a customer-focused environment.
• A basic understanding of Confluent products and related technologies.

Company Culture & Values

Belonging isn’t a perk here. It’s the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what’s possible.

We’re proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.

Ready to build what's next? Let’s get in motion.