Technical Global Escalation Manager at KeepTruckin

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Who We Are:

KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads. 

We see our hard work rewarded in tangible ways every day and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone’s lives. KeepTruckin is proud to be a Forbes Cloud 100 company, a 2020 Career-Launching Company by Wealthfront and named a Forbes Best Startup Employer 2020.

About the Role:

KeepTruckin is looking for an experienced Incident & Escalation Manager to join our Global Technical Support organization to provide white-glove service, technical support, and executive level communications to our customers. You will support customers involved in time sensitive incidents and manage their overall experience by collaborating closely with customer stakeholders as well as KeepTruckin’s Sales, Customer Success, Technical Support, Product Management, and Engineering teams.

What You'll Do:
  • Managing the lifecycle of an escalated incident including, but not limited to, acting as the single point of contact, incident intake, impact analysis, internal stakeholder coordination & communication and escalation closure.
  • Ensure the flawless execution of the escalation incident resolution process, with transparent communication that drives very high internal/external customer satisfaction levels. 
  • Cross collaborate with teams within the Critical Incident Center to ensure the proper handoff and smooth transition between teams.
  • Closely partner with Internal Departments Engineering, Operations, Technical Support, Customer Success, and Sales to ensure alignment across the business for escalated issues.
  • Developing, implementing and coordinating key post escalation processes such as post incident reviews, post mortems, trend analysis and other key continuous improvement activities.
  • Analyze escalation trends and produce strategic recommendations to proactively address systemic issues.
  • Report and escalate efforts to resolve complex customer experience problems.
What We're Looking For:
  • 4+ years account management, incident management and/or escalation management, technical support, customer success, or technical project management experience.
  • Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment.
  • Strong customer service with the ability to make good judgements and quick decisions.
  • Ability to communicate complex ideas effectively verbally and in writing with both customers and internal stakeholders.
  • Passion for solving customer issues and a champion of great customer service.
  • Excellent judgment, risk management, and issue mitigation skills.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to collaborate with peers and work cross-functional as needed with Product, Engineering teams and Customer Success.
  • Sense of urgency and the ability to make timely decisions while considering customer service, business, and technical constraints.
  • Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities.
  • Outstanding communication skills: Both Written and Verbal Communication.
  • Deep experience leading and responding to complex critical incidents.
  • BS or MS in Computer Science or a related technical area is preferred.

Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please do not let an arrest or conviction record prevent you from applying for employment at KT. KT considers qualified applicants with arrest and conviction records.

Please review our Candidate Privacy Notice here.


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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
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    • SqlLanguages
    • SwiftLanguages
    • AWSLanguages
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    • LinuxLanguages
    • AnsibleLanguages
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    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases

An Insider's view of KeepTruckin

How has your career grown since starting at the company?

I started on our Customer Success team 3 years ago. When I saw we were hiring internally for the Product team, I knew this was an opportunity I couldn’t pass up. Since I joined the Product team, I’ve been paired with a mentor, attended the Women in Product Conference & have been given so many opportunities to continue learning about Product Mgmt.

Breanna

Product Manager

What are KeepTruckin Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
KeepTruckin proudly sponsors Employee Resource Groups. These groups amplify the voices and stories of our employees and create spaces for them to connect, collaborate, and develop their careers.
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
KeepTruckin employees can contribute up to $2750 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
We offer comprehensive mental health benefits through Modern Health.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
KeepTruckin has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the on-tap beer and kombucha you can handle.
Happy Hours
Happy hours are hosted once per month. See our instagram @keeptruckinhq for details!
Recreational Clubs
KeepTruckin has office sports leagues year-round. We currently hold the title for back to back Basketball Champs in the San Francisco Equinox League!
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
KeepTruckin. offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
KeepTruckin hosts lunch and learn meetings for our interns bi-weekly and all are invited to attend!
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
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