Escalation Manager

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At Elastic, we see endless possibility in a world of endless data. And we use the power of search to help people and organizations turn that possibility into results. Elastic is the leading platform for search-powered solutions. With solutions in Enterprise Search, Observability, and Security, we help improve customer and employee search experiences, keep critical applications running smoothly, and protect against cyber threats. Elastic enables organizations worldwide to use the power of Elastic, including Netflix, Uber, BBC, Microsoft, and thousands of others.

Elastic was built on a foundation of being free and open, which trickles down to how we work. We’re a distributed organization and have been from the beginning. Being distributed isn’t just a way of doing business—it’s a mentality that is at the core of our culture.

Our Philosophy

We’re always on the search for amazing people. People who have a deep passion for technology and are masters at their craft. We build highly sophisticated distributed systems and we don’t take our technology lightly. At Elastic, you’ll have the opportunity to work in a vibrant young company next to some of the smartest and highly skilled technologists the industry has to offer. We’re looking for great team players, but we also promote independence and ownership. We’re hackers… The good kind. The kind that innovates and creates cutting edge products that eventually translates to a lot of happy, smiling faces.

Elastic’s Support team is unlike any other on Earth while we are spread across 12 time zones and 25 countries, we operate as a unit, as a family. We are massively distributed yet lovingly intimate. The service we deliver is caring, empathetic, and human yet ambitious, direct, and comprehensive. We don’t do it alone, as we are tightly integrated with our core developers in a way that is real, genuine, and never taken for granted. Our team is a dream for someone seeking honest, hard work and rewards. It is a nightmare for anyone afraid to ask questions or be questioned — always forward, never backward. We are not trying to change the world, we already have. We’re just waiting for everyone else to catch up. We have our good days and our not so good days, and we face them together, as a family. We listen. We solve. We guide. We get it. And we’re excited to bring on a new team member to love.

The Escalation Manager is responsible for driving successful resolution of business critical customer escalations arising from technical challenges in the delivery of product, support or services engagements. A senior role, requiring talented individuals comfortable with bringing clear, directed guidance and aligning appropriate resources to expedite successful outcomes in high pressure environments. The Escalation Manager excels at building relationships through  

actionable deliverables, facilitating multi-level communication both internally and externally and ensuring strategic lessons are carried forward in the evolution of Elastic’s customer experience.

The current Escalation mechanism at Elastic is a non standard best effort approach with no single function responsible for the coordination, management and singular oversight of all open escalations. Various teams have at times taken responsibility for point escalations such as Support Management, Customer Success Management, Product Management or even Account Executives.

This new function focuses the key responsibilities to expedite the resolution of appropriately qualified escalated events, provide executive oversight and subtract effort from the disparate functions that share this abstract role today.

The Escalation Managers will have regional representation across the 3 major geos (APAC, EMEA, NASA) and will report into an Escalation Manager Lead who will in turn report directly to the VP of Customer Care.

What you will do

  • Mitigate the impact of escalated issues through the rapid assessment and robust execution of the Elastic Escalation Mechanism 
  • Internally drive cross functional collaboration by bringing appropriate resources to bear in the resolution of qualified escalated events. 
  • Build and nurture relationships with our strategic customers through direct management of escalated events
  • Provide clear optics of open escalated events and trend analysis to Elastic Senior Leadership through regular updates, escalation committee representation and reporting
  • Prevent recurrence of escalated incidents through explicit dissemination and advocacy of change with appropriate stakeholders at all levels within Elastic and our strategic customers 
  • Build & evolve the Elastic Escalation Mechanism in terms of policy, process and tooling 
  • Work as part of a highly-distributed team, using available communication technologies to collaborate with all stakeholders engaged in the resolution of customer escalations

What you will bring

  • Demonstrable experience of a client facing role in technology businesses, focused on escalation management, technical account management or similar roles
  • Demonstrable experience of coordinating Engineering, Support & Account teams in an escalation capacity
  • A strong technical background in distributed applications with an appreciation of how customer usage of point solutions informs optimum resource coordination
  • Clear, concise verbal and written communication skills, focused on understanding customer perspective, instantiating alignment and advertising appropriately to senior leadership
  • Comfortable entering situations with elevated emotion, distilling appropriate concerns into explicit success criteria, leading all involved to the path of logical progression
  • A keen understanding of the nuances of working with multicultural and geographically distributed teams and customers

This will help you be successful

  • Minimum 10 years experience in providing Escalation Management, Project Management, Technical Account Management or Technical Support of complex distributed systems in a business critical context
  • Strong interpersonal communication skills across diverse audiences ranging from deeply technical operations staff to commercially focused executive business owners
  • Empathetic negotiation and mediation skills
  • 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 at Elastic
  • You are a team player, you have the ability to work in a fast paced environment with a positive and adaptable approach
  • A demonstrated strong technical understanding of software products and trends in software evolution
  • Curiosity is key! You have already researched our products and possibly downloaded our stack to test it out

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

  • Competitive pay based on the work you do here and not your previous salary
  • Health coverage for you and your family in many locations
  • Ability to craft your calendar with flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Double your charitable giving - We match up to $1500 (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love
  • Embracing parenthood with minimum of 16 weeks of parental leave

The typical starting Total Cash Compensation range for new hires in this role is between $135,900 and $186,900, which consists of a Base Salary or a Base Salary plus a Target Commission, depending on the specific role. The Base Salary offered may vary depending on factors including skills and experience.

Additionally, this role is currently eligible to participate in Elastic’s equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within a holistic total rewards offering.

Different people approach problems differently. We need that. Elastic is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation. If you require any reasonable accessibility support, please email candidate_accessibility@elastic.co.

Applicants have rights under Federal Employment Laws, view posters linked below:
Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; and Employee Polygraph Protection Act (EPPA) Poster.

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