Escalation Manager

Escalation Manager Cribl, Inc -

Tumwater, WA Posted:

4/30/2026 -

Expires:

7/29/2026

Job ID:

293386614 Job Description

B2B SAAS

data observability software. Join the company that's building the telemetry infrastructure for the AI era. At Cribl, we partner with IT and Security teams at many of the world's biggest enterprises, including half of the Fortune 100, to bridge the gap between AI ambition and infrastructure reality. As the AI Platform for Telemetry, we give customers the choice, control, and flexibility to manage and analyze telemetry for both humans and agents, so they can build what's next. We're one of the fastest‑growing private companies and a leading player in a massive, fast‑moving market. With a global workforce, we're remote‑first and grounded in a simple idea: software is a people business. Cribl is the place where curious, collaborative people can do their best work, grow fast, and bring their full selves to the herd. Why You'll Love This Role As we continue to expand our customer base, we are seeking a dynamic and customer-centric Escalation Manager to join our Technical Support team. As the Escalation Manager in Technical Support, you will play a pivotal role in ensuring the highest level of customer satisfaction by effectively managing and resolving escalations. You will be the point of contact for all escalated customer issues, working closely with and leading both support engineers and Customer Centric Engineers team throughout the lifecycle of an escalation, to drive timely and satisfactory resolutions. Your dedication to a "Customers First" approach and your go-getter attitude will be essential in maintaining our customers' confidence in our products and services. As An Active Member Of Our Team, You Will... •

Escalation Ownership:

Own and drive the prompt, effective resolution of all escalated customer issues, ensuring alignment with customer expectations and business priorities. •

Cross-Functional Leadership:

Coordinate and guide Support Engineers and Customer Centric Engineering (CCE) teams, providing strategic direction to achieve swift, sustainable solutions. Also align with other teams to refine escalations process, drive efficiency and supportability of product. •

Crisis Management:

Demonstrate composure and leadership in high-pressure situations by orchestrating internal resources to mitigate customer impact and deliver timely solutions. •

Stakeholder Communication & Reporting:

Maintain proactive, transparent communication and accurate internal/external status reports (progress, owners, timelines) for all active escalations. •

Data Analysis & Insights:

Prepare and present comprehensive weekly, monthly, and quarterly reports that highlight key trends, performance indicators, and risks to inform continuous improvement. • Root Cause Analysis (RCA): Lead post-resolution reviews to identify systemic causes and recurring trends, integrating lessons learned into support processes, training, and product documentation. •

Customer Advocacy:

Act as a strong internal voice for customers, translating recurring issues and feedback into actionable input for Product, Engineering, and Customer Experience teams. • This position will require stand-by, on-call, or off-hours duties. If You've Got It - We Want It •

Experience & Education:

8+ years of experience in a technical, customer-facing role (such as Technical Support, Customer Support, or Customer Success), with a demonstrated track record of successfully managing complex escalations and high-impact customer situations. •

Leadership:

Proven ability to lead and motivate cross-functional teams through challenging situations while fostering a positive, accountable, and collaborative culture. Demonstra To view the full job description, click here Job Summary Company Details Company Cribl, Inc Industry Custom Computer Programming Services Job Information Location Tumwater, WA Job Type Full Time Employee Job Position 1 Position(s) Open Duration Over 150 Days Additional Information Federal Contractor No Affirmative Action Plan No