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!

　　As the Manager of Technical Escalation Management for Data Software, you will lead a team responsible for resolving escalated technical blockers, managing communication with our customers, and ensuring customer satisfaction. Your primary focus will be managing escalations related to the Alation software, collaborating with cross-functional teams, and implementing accepted solutions. This role requires strong leadership skills, hyper-focus on process innovation, exceptional communication skills, and the ability to coordinate efforts across various departments.

　　What you'll be doing:Team Leadership Lead and mentor a team of technical escalation managers. Scale, build, and enable resilient escalation and account-risk processes. Foster a collaborative and high-performance team culture. Guide in handling escalated technical issues and account escalations.Technical Expertise Possess a deep understanding of the Alation platform and our customer's primary data architecture. Confidence in leading highly technical conversations with internal and external teams on technical escalations.Escalation Management Oversee the end-to-end process of handling technical escalations. Work closely with CX, product, and engineering to prioritize and address escalated issues promptly. Act as a point of contact for critical customer escalations.Cross-functional Collaboration Collaborate with product development, engineering, and CX teams to address and resolve escalated issues. Communicate effectively with internal stakeholders to ensure a coordinated response. Partner with the sales organization to align on customer risk and ensure revenue retention/expansionCustomer Advocacy Advocate for customers and ensure their concerns are addressed with a strong sense of urgency. Implement strategies to prevent recurring technical issues and improve overall customer satisfaction.Documentation and Reporting Maintain detailed documentation of escalated cases, accounts, resolutions, and lessons learned. Provide regular reports and updates to leadership on the status of technical escalations. Be KCS Certified and a strong advocate of our knowledge programs. Drive all communication into approved Alation platforms, starting always in Salesforce.

　　You should have:Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degree preferred.Proven experience in a technical leadership role, focusing on customer experience, software support, and escalation management.Strong understanding of data software, databases, and related technologies.Excellent communication and interpersonal skills.Problem-solving and critical-thinking abilities.Ability to thrive in a fast-paced and dynamic environment.Experience with customer advocacy and satisfaction initiatives.

　　Preferred Skills:Familiarity with project management methodologies.Knowledge of data governance, data catalog, data integration, and compliance standards.Previous experience in a customer-facing role such as support manager, customer success manager, support engineer, solution engineer

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　　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.