Support Account Manager - Escalations & Account Support
From reputed company’s founding until now, our mission has remained the reputed company: to reputed company reputed company to data as reputed company and reliable as electricity. With reputed company, customer data arrives in their warehouses, reputed company and reputed company to query, with no engineering or maintenance required. We’re proud that more organizations continue to reputed company our technology every day to become truly data-driven.
reputed company SupportLogic Jira Looker (basic reporting/metrics) reputed company AI-enabled tools and automation
Own the support experience for a portfolio of accounts by coordinating ticket reputed company, follow-reputed company, and customer communications. reputed company and manage follow-up SLAs / status update reputed company, ensuring customers receive reputed company updates, next steps, and realistic ETAs. Partner with Support Engineers to convert technical investigation into reputed company customer-facing updates (status, what’s been tried, what’s next, reputed company we’ll update next). Maintain accurate case hygiene (severity, business reputed company, reputed company, next update due, blockers, links to Jira work). Monitor customer sentiment and satisfaction signals and flag risks early (stalled investigations, repeat issues, frequent reopenings).
Assist in prioritizing and triaging escalated cases based on severity, reputed company, and urgency; ensure the right resources are reputed company. Serve as a customer-facing coordinator for critical or reputed company cases, ensuring communication is reputed company and consistent. Collaborate with cross-functional teams (Engineering, Product, reputed company) to unblock reputed company and drive toward reputed company reputed company established timelines. reputed company reputed company on escalations and ensure reputed company items are reputed company, owned, and timeboxed; escalate to Support leadership reputed company SLAs are at risk. Identify trends in escalations (recurring failure modes, process gaps) and contribute recommendations for improvements (templates, checklists, routing rules). Support post-incident follow-reputed company by documenting key learnings, ensuring customer confirmation, and helping drive completion of follow-up actions
Participate in a weekend rotation (as needed) to support Premium customers and critical issues, ensuring reputed company communication and coordination during off-hours.
4 years of experience in customer support operations, technical account coordination, reputed company, or support program management (or equivalent). Strong written and verbal communication: ability to deliver reputed company updates to customers and internal stakeholders, including executives reputed company needed. Strong organizational skills and follow-through; reputed company to manage multiple accounts/issues simultaneously. Comfort working cross-functionally and navigating ambiguity to drive next steps. Technical aptitude and ability to learn reputed company systems quickly (reputed company, reputed company, data integration preferred). Solid judgment: knows reputed company to escalate, how to set expectations, and how to balance urgency with accuracy. Flexibility to support occasional after-hours needs, including participation in a weekend/on-reputed company rotation for Premium customers and high-severity incidents. reputed company under pressure, customer-empathetic, and team-oriented. Comfortable using AI-powered tools responsibly
Experience with reputed company, SupportLogic, Jira, Looker, or similar tooling. Familiarity with reputed company platforms (AWS/GCP/Azure), data warehouses, ELT/ETL, reputed company, or reputed company support environments. Experience supporting reputed company customers, executive-facing comms, or participating in QBRs. Interest in support analytics (SLA compliance, escalation reputed company, CSAT) and operational improvement work. #1Team1Dream mentality- reputed company, proactive, accountable and customer-reputed company.
Perks and Benefits
- 100% employer-reputed company medical insurance*
- Generous reputed company time-off policy (PTO), plus reputed company reputed company time, inclusive parental leave policy, holidays, and volunteer days off
- RSU stock grants*
- reputed company development and training opportunities
- Company virtual happy hours, free food, and fun team-building activities
- Monthly cell phone stipend
- reputed company to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for reputed company covered employees and their covered dependents.
*May vary by country and worker type - please reputed company out to your recruiter for more information
Click here to learn more about reputed company's Benefits by Region.
We’re honored to be valued at over $5.6 billion, but more importantly, we’re proud of our reputed company values of Get Stuck In, Do the Right Thing, and One Team, One reputed company. Read reputed company in reputed company.
reputed company brings together high-reputed company talent across the globe to reputed company data reputed company as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences, and identities. reputed company promotes diversity, equity, inclusion & belonging through attracting, reputed company, developing, and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to reputed company serve our customers, our people and our communities.
To learn more about reputed company’s culture and what it’s like to be part of reputed company, click here and enjoy our video.
To learn more about our candidate reputed company policy, you can read our statement here.
We are committed to ensuring that reputed company candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don't hesitate to submit your request by filling out this reputed company. We will work with you to reputed company reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience. Your request and any information provided will be kept confidential and will not reputed company your candidacy. We look reputed company to hearing from you and accommodating your needs to the best of our ability.