Escalation Manager - Confluent

Introduction

At IBM Software, we transform client challenges into solutions. Building the world's leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration.

You'll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM's product and technology landscape. Here, you'll have the tools and opportunities to advance your career while creating software that changes the world.

Your role and responsibilities

About the Role

We are seeking an Escalation Manager to join our Global Technical Support organization s 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.

What You Will Do

* 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.

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

This job can be performed from anywhere in the US.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

* Hands-on 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.

Preferred technical and professional experience

* Familiarity with IT Service Management:
Exposure to IT service management principles and practices, including problem management, incident management, and change management, to drive improvements and solutions within IBM.

* Knowledge of IBM Products:
Exposure to IBM products and services, including their features, functionality, and technical requirements, to act as a trusted advisor for successful utilization.

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it.

In most organizations data…