Experteer Overview
In this role, you lead the Escalation Management team within Confluent’s Global Technical Support, guiding escalation and incident handling for cloud and on‑prem products. You will drive operational excellence, customer satisfaction, and cross‑functional alignment across regions. You’ll address complex incidents, implement process improvements, and communicate effectively with customers and internal teams. This position offers impact through high‑stakes support leadership in a fast‑paced tech environment.

Compensaciones / Incentivos
• Lead and develop a distributed team of Escalation Managers across EMEA, APAC, and AMER
• Oversee prioritization and resolution of escalations and incidents to improve time-to-resolution and customer experience
• Foster a culture of empathy, problem-solving, and continuous improvement
• Monitor trends and root causes; implement process improvements to boost efficiency
• Serve as senior escalation point for critical incidents with clear communication to customers and internal teams
• Coordinate large cross-functional efforts and provide executive-level reporting
• Collaborate with Product Support, Engineering,



and Customer Success to drive systemic improvements
• Facilitate knowledge-sharing sessions on technical updates, best practices, and lessons learned
• Ensure adherence to escalation and incident response processes; manage regional and global transitions
• Manage scheduling to ensure 24/7 support continuity, including on-call coverage during weekends
• Optional travel: limited management offsites per year

Responsabilidades
• 4+ years of experience in Escalation Management, Technical Support, Incident Response, or related leadership roles
• Proven team leadership and people management (hiring, coaching, performance management)
• Strong written and verbal communication with ability to influence cross‑functional groups
• Ability to analyze complex technical issues and guide effective solutions
• Experience driving process improvements in technical support or escalation environments
• Excellent collaboration skills and customer advocacy experience
• Calm, empathetic approach to high‑stress, high‑impact situations

Requisitos principales
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📌 Manager, Escalation Management CONFLUENT (Barcelona)
🏢 IBM
📍 Barcelona