Our companies are made up of insanely talented people driven to change the world — and many of them are hiring. If you have drive, expertise, and a taste for adventure, we whole­heart­edly encourage your interest.

  • 72
    Companies Hiring
  • 2,425
    Open Roles

Technical Escalation Manager



Chicago, IL, USA
Posted on Saturday, February 10, 2024
Due to its remote and hybrid culture, Alation conducts all of its interviewing and onboarding virtually.
Big Data isn’t a problem. It’s an opportunity.
At Alation, we help people find, understand, and trust data. So they not only excel in their work — they drive value for their enterprise, team, and role. In the words of one customer, “Alation makes me look like a rockstar.”
We help companies like Pfizer and Salesforce empower their people with the best data every day. As a platform for innovation, Alation helps customers create game-changing solutions (like a program for early-stage disease detection with Pfizer) and connect people to great data in less time (like Salesforce, whose analysts can now find data 35% faster). And we’re just getting started.
With more than $340M in funding - valued at over $1.7 billion and 450+ customers with household names - Alation is poised to capitalize on data as an opportunity. Headquartered in Silicon Valley, Alation was named to Inc. Magazine’s Best Workplaces list for the fourth time. Do you want to join a team that welcomes new ideas, supports your growth, and recognizes your unique value?
Join us!
The Technical Escalation Management team reports to Alation’s Customer Experience Organization. A Technical Escalation Manager is responsible for managing escalated customer situations. These situations could include business down, business endangered, and endangered go-live situations where Alation’s customers may incur significant business impact. The Technical Escalation Manager is responsible for managing the issues to resolution and ensuring transparency to all stakeholders.

What you'll do:

  • Align with our account risk, elevated account, and case escalation process to bring customers back to business value while mitigating potential revenue risk.
  • Mitigate the impact of escalated issues through the rapid assessment and robust execution of escalation management best practices.
  • Provide clear and concise communicat ion that inspires confidence in internal and external stakeholders.
  • Partner with sales and support organizations to lead escalation engagements and drive resolutions.
  • Internally drive cross-functional collaboration by bringing appropriate resources to resolve qualified escalated events.
  • Build and nurture relationships with our strategic customers by directly managing escalated events.
  • Build and nurture relationships with cross-functional teams within Alation to ensure seamless collaboration.
  • Provide clear optics of open escalated events and trend analysis to Senior Leadership at Alation through regular updates, escalation committee representation, and reporting.
  • Create and be responsible for resolution plans to build trust with our customers and effectively communicate updates throughout.
  • Look ahead to proactively prevent other customers from hitting similar situations by reviewing case trends, creating knowledge, or building tools.
  • Build & evolve the Escalation Mechanism and Framework regarding policy, process, and tooling at Alation.
  • Be a customer advocate at internal release meetings and product-related calls to communicate the timings and nature of patches and specific updates. Filter, review, and prioritize bugs and enhancement requests for the product team to include in the product roadmap by reviewing customer usage and escalation patterns.
  • Mentor and train new employees in managing and handling tough customer situations and escalations Help with setting up the Technical Support recruitment and hiring process.
  • Create and review internal documentation and knowledge base artifacts to identify gaps and potential conflicts that could give rise to escalations.

You should have:

  • Minimum ten years of experience working in a Technical Support, Technical Services, Customer Success, Escalation/Incident management role
  • At least three years of providing Escalation Management, Project Management, Technical Account Management, or Technical Support of complex distributed systems in a business-critical context
  • Clear, concise verbal and written communication skills, focused on understanding customer perspective, instantiating alignment, documenting impact, and advertising appropriately to senior leadership
  • Empathetic communication and mediation skills
  • Adopt regional preferences and communication styles, as candidates will be working with team members & customers across the globe.
  • A solid technical background in enterprise software applications with an appreciation of how customer usage influences product roadmap
  • Ability and desire to work in a high-pressure environment where maintaining composure and critical thought are crucial to success
  • A passion to continually improve the escalation framework and processes
  • You are a team player, and you can work in a fast-paced environment with a positive and adaptable approach
  • Open to working in shifts to align with global customer needs
More About Alation
Our founders have come together from different backgrounds: business, engineering, and design. This unique mix from our founding team is important to the Alation culture story. Today, our team consists of creators and communicators with varied backgrounds - from Stanford, to the Indian Institute of Technology, big companies and one-person startups, the United States, and abroad. We continue to seek ever more diverse perspectives as we grow.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on
the basis of race, name, religion, color, national origin, gender identity and expression, sexual orientation, age, marital status, veteran status, or disability status.
Why Alation?
- Market-Leading Data Catalog Provider
- High-growth, collaborative environment with diverse and inclusive teams
- Continuous learning, enrichment and development opportunities
- Competitive pay and health offerings
- Flexible time off to relax and recharge
and much, much more!
By submitting your application, you agree to Alation’s Global Privacy Notice for Candidates. If you are submitting this application on behalf of another individual, you represent that you are authorized to submit this application on their behalf and accept the Notice.